LARA Methodology

Are you ready to experience the future of Customer Experience Management? Then, your next step is to contact us about an engagement using our unique LARA methodology.

The LARA process involves putting together a customized program that enables you to effectively LISTEN to customer conversations, ANALYZE those conversations, RELATE the information within those conversations to existing information within your enterprise, and to enable you to ACT on those customer conversations.

LISTEN

The first step involves ascertaining where your customers are talking about you, so that we can develop an efficient listening post program for you. Does your existing call center, email, or CRM operation hold the most valuable information that can help you accomplish your business objectives? Do you need to listen to social media, or extend your existing social media programs? Are you currently surveying your customer base? Do you have effective customer communities and forums? Based on our deep vertical expertise and leveraging our partner network, we’ll show you how to look for where your biggest wins will be, and we’ll recommend ways to take advantage of existing conversations and to create avenues for conversation where none exist.

ANALYZE

Attensity has over ten years of experience in analyzing customer conversations. Using our patented Exhaustive Extraction (TM), we’ll analyze the products, concerns, sentiment, and other information hidden within the text of the customer conversations we uncover through our listening post exercise. We’ll work with you to tailor this analysis to your specific business objectives, creating a semantically rich, accurate stream of data that can be leveraged in our ACT phase. For example, you might want to use customer information to detect potential problems in the field, to refine messaging, to uncover new product opportunities, or to improve your call center responsiveness.

RELATE

Next, we’ll examine the structured data that exists within your organization and work with you to relate the newly uncovered information with that structured data, to reveal the why’s behind the numbers. And we’ll help you break down the informational silos that exist in your organization. For example, if we uncover that your customers are having an issue with a particular product component, we can relate that to ERP information on what products that component is used in and to CRM and Sales information on how many of that component exist in the field, and deduce what related components or products might also be affected. Or you might want to better understand how the content or sentiment expressed in customer emails affects call center time-to-resolution time, or how various actions affect your net promoter scores.

ACT

Using all of this information, along with an understanding of your business objectives, we’ll recommend the right products and services to help you most effectively act on this information. Whether you need to more effectively unify and automate routing and response to customer conversations across channels, need to better leverage information to provide better service capabilities, or want to mine and report on information to gain deeper insights, we will create a comprehensive action plan that allows you to effectively leverage your existing CRM, BI, data warehouse and other investments while providing new capabilities that can move your organization to a state of customer excellence.