SPSS Inc.

Frost & Sullivan, as revealed in its recent analysis, North American CRM Analytics Markets, has selected SPSS, Inc. as the recipient of the 2005 Product Innovation Award for its pioneering role in predictive customer relationship management (CRM) analytics.

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“The scope of predictive analytics is broadening as enterprises seek to leverage these capabilities across all CRM initiatives including customer acquisition, growth, retention, and servicing, across departments and customer touch-points,” says Frost & Sullivan Research Analyst Ashwin Iyer.

For example, in the financial services industry where risk management and fraud detection are increasingly considered as CRM functions, predictive CRM analytics becomes vital. In the case of the telecommunications industry, predictive CRM analytics is central to customer churn management, a critical industry pain-point. Cross-sell/upsell, especially at the time of inbound customer communication, is another leading predictive CRM analytics application.

Via BusinessWire

Alterian

Frost & Sullivan presented Alterian with the 2005 Customer Service Leadership Award at the Best Practices Awards Banquet on April 20, 2005 for the company’s outstanding performance in the customer relationship management (CRM) analytics marketplace.

Every year, Frost & Sullivan presents this award to the company that has demonstrated excellence in customer service within the industry. The award recognizes tremendous responsiveness to customer needs and continual focus on long- and short-term customer profitability goals. It also lauds the recipient company’s demonstrated flexibility in tailoring its product offerings to suit customer businesses.

Alterian’s business model is rather distinctive in that the solution delivery is exclusively through marketing service providers (MSPs), who thereby become Alterian’s customers.

MSPs serve a wide range of end-user vertical markets, typically providing database marketing services. Alterian focuses on providing these MSPs a unique business relationship in addition to its software products and services.

Via BusinessWire