CEM4Mobile Solutions Opens up the CEM platform
ESPOO, Finland, June 21, 2011 /PRNewswire/ –
– Victorious Mobile Analytics Product Extended for Easy Back Office
Finland’s and the world’s leading supplier of mobile Customer Experience
Management solutions and services rolls-out new release of CEM4Mobile with
an Open Export Interface for back office integrations enabling easy exchange
of analytics data with existing Business Support Systems (BSS).
Earlier this the year the leading mobile analytics solution was extended
to fully support mobile operators’ business case through direct mobile
network integration capabilities. With the new Open Export Interface
end-user behaviour, location, handset capability, segmentation and
Voice-of-Customer data can be utilised in customers’ existing Business
Intelligence, Web Analytics, CRM and Advertising Solutions among other
Business Support Systems.
While the mobile channel continues its explosive growth the competition
over customers’ time, focus and loyalty is getting fierce. Many companies
have found that for being successful they need to understand their users and
offer products and services that are satisfying, desirable and engaging. The
potential of facilitating the mobile users via mobile content and Value
Added Services (VAS) in their daily life is enormous and still untapped to
its full potential.
CEM4Mobile as a solution
CEM4Mobile (http://www.cem4mobile.com) is an innovative mobile analytics
product with strong focus on Customer Experience Management. The offering
has been particularly designed for companies providing mobile content and
VAS services in all industry verticals. The solution is being used by tier-1
mobile operators, media houses, financial services and content aggregation
The solution supports collection of statistical data from mobile
browsing and applications by using taglines, mobile networks via Deep Packet
Inspection (DPI), server-to-server integrations via the Transaction
Interface and customer feedback through the Voice-of-Customer channel. The
analysis extends to usage patterns, service ranking, market trends and
particularly how different device, contract, content and user demographic
combinations impact the behavior.
Last year CEM4Mobile outperformed Google Analytics, Adobe’s Omniture and
Bango in independent surveys. The studies compared how well the different
analytics products apply to measuring the usage of the fast growing mobile
content and value-added services from a business development perspective.
CEM analysis and BSS integration
CEM4Mobile enables companies to measure and analyse interactions between
end-users and mobile services, optimise their customer dialogue and maximise
the number of satisfied, loyal and advocate customers. The measurement focus
is on interactions, experience and engagement which are fundamental in any
customer relationship. The solution incorporates Environmental Analysis,
Handset Capability Analysis, Behavioural Analysis and Voice-of-Customer
Analysis with market leading accuracy of the collected data.
With the new Open Export Interface existing Business Support Systems can
easily request segmentation and cross-analysis based data and vice versa
import external Events and segmentation rules for the analysis. The
available information includes but is not limited to the following datasets:
Relationship Analysis – identifies user, device and service
relationships to better understand the most popular product combinations.
Any identified relationships can be then used in cross-selling and
Impact Assessment – is based on Events and will help a business
understand how actions taken by the business affected their customer
Customer Assets – measures the lifetime value of the customer base and
allows businesses to identify potential segments and measure several factors
such as acquisition efficiency, rate of churn, number of loyal and advocate
customers and understand their origin.
Critical Lag – allows a business to deliver specific customer
communications based on the individuals’ behaviour patterns and preferences
which significantly helps in increasing loyalty, improves customer retention
and turns customers into brand advocates.
The benefits for customers are versatile but can be concisely summarized
Business development – Integration with subscribers’ demographic,
location, content and behavior data enables marketers to collect and link
device, subscriber and service usage information through a single point of
access. This insight can be used to support the development of price plans,
content-handset bundles, handset subsidies and promotions.
Customer Insight – Identify your most profitable customers, product
combinations and relationships, learn and grow through cross-selling and
Managing the diversity – Instead of just reacting to a constantly
changing business environment, managing the customer base proactively will
result in the elimination of bad experiences on incompatible devices, higher
customer retention ratio, lower customer care costs and it will help drive
new revenue streams.
ROI – In order to effectively manage the quality of mobile services and
applications all the way from the source to the end-user, one must first
know the present state of service quality and prevailing mobile trends in
order to set the direction for the future improvements and for securing
optimal ROI from the investments.
Perceived quality – The kind of top-down, measured network quality
provided by traditional Network Management Systems will only give a partial
view of the end user experience as it fails to take in to consideration
network independent factors, such as the device or content type being used.
Also, from the end user’s point of view, perceived quality is not the same
as measured quality. Perceived quality is only obtainable by asking the user
Lower churn – A good CEM solution will enable real time monitoring of
one or more services, regardless of – but considering – the type of device
in use. This enables proactive quality improvement and elimination of
end-user problems before they reach larger numbers.
CEM4Mobile Solutions Ltd (ex. QAim) is a Finnish world-class expert in
Customer Experience Management (CEM) for mobile content and value-added
services. We provide mobile network and industry vertical independent
CEM4Mobile solution and services for companies large and small, which
develop, produce or distribute mobile services. CEM4Mobile offering enables
companies to measure and analyse data on the interaction between end-users
and mobile services, optimise their business and ensure successful customer
More information about CEM4Mobile Solutions can be requested at: CEM4Mobile Solutions Ltd Kappelitie 6 A 02200 Espoo, Finland firstname.lastname@example.org tel: +358(0)9-689-884-88 Our Blog: http://www.cem4mobile.com/blog/ Follow us on Twitter: @cem4mobile Product information: http://www.cem4mobile.com Contact: Alexander Hornborg Tel: +358(0)9-689-884-88
SOURCE CEM4Mobile Solutions Ltd (ex QAim)