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Emphasize on Customer Retention

Suman Reddy Eadunuri
VP & Managing Director-Pegasystems India
Thursday, January 3, 2013
Suman Reddy Eadunuri
Pegasystems (NASDAQ: PEGA) is a provider of business process management (BPM) and customer relationship management (CRM) software solutions. Headquartered in Cambridge, MA, the company has a market cap of $846 Million and employs over 2000 employees worldwide with a strong R&D presence in India.

Growing customer demand for personalization
Working with fortune 500 companies is a big challenge as they tend to be very demanding. The primary difference seen in the last your years is the evolution of companies to adapt newer technologies which has put Pegasystems in a pleasant dilemma to constantly innovate. The market preferences keep the leadership positions in the magic quadrants of Forrester & Gartner by being the leader in the BPM, CRM and the case management industries. Hence, customers have become very demanding. Clients today are more focused on retaining customers and increasing revenue unlike old trends where firms were more bent towards new customers.
However the growth of the customer base leads to the need for ecosystem growth. The customers are moving more towards personalization and this required Pegasystems to get Individuals in the industry certified for higher products. The customers want customized solutions to cater to their needs. Hence, the company developed solutions that plug into the data backend and make it function independently, eventually allowing customers to learn industry specific skills. Taking the example of a credit card dispute system, it is necessary that the CSR who picks up the phone should have complete information about the customer. Visa is governed by global visa rules, so the industry wants Pegasystems to give customized solutions for the needs.

The reason why clients buy software from Pegasystems is to provide to end customers. Clients just want information to be continued from one channel to the other channel irrespective of which channel the customers emerge from.

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