The customer of today is far more knowledgeable, educated, and demanding than ever before, leaving suppliers and their sales staff struggling to stay relevant. With a surfeit of information available online, sales staff are no longer the custodians of knowledge they once were. As a result, many resort to "price" as their primary lever for differentiation, leading to:
- Declining business performance
- Compressed margins
- Rep churn, and ultimately
- Customer churn
These competitive pressures also come at a time when customers are expecting more from their suppliers – more in the way of information and interactions that are both value-adding and personalised to their individual needs.
Complexica's Customer Opportunity Profiler (COP) can monitor all your customers & prospects in real time – including their sales volumes, social media activity, complaints, service levels, and more – to identify opportunities or problems as they emerge. Through this continuous analysis, our Customer Opportunity Profiler (COP) can automatically identify customers at risk of potential churn, and provide sales or customer service staff with Next Best Conversation™ recommendations that can stop churn before it occurs.