| What is Customer Intelligence |
"Customer Intelligence is the process of gathering, analyzing and exploiting information of a company's customer base. Information is typically obtained about customer existing and future needs, customer decision making processes, customer behaviour and trends as well as using data about the competition, conditions in the industry, and general economic, technological, and cultural trends. This spot on Customer Intelligence reveals the compelling strategies and practices behind today's success stories – and provides a dynamic forum where thought leaders, business innovators and customer-focused executives can identify valuable opportunities. Drawing on the perspectives and experiences of leading lights in the customer intelligence community, we demonstrate how intelligent analysis and action is setting the stage for the next economy.
by Britton Manasco |
|
| Experts Corner |  CRM investment is wasted if the intelligence it delivers fails to influence despatched communications. How can businesses ensure that money spent on CRM analytics actually begins to benefit the messages that are delivered to customers and prospects?
David Jefferies, Marketing Director, Pitney Bowes
Read more... |
|
| Highlights |
 Seven Ways to Reduce IT Costs with Master Data Management
Information Technology managers are facing a dilemma given the current economic climate – despite budget cuts, companies do not expect reductions in the service levels provided by IT to the business. Under such circumstances, how do you maintain or improve service levels, and continue to run the business efficiently?
by Ravi Shankar, Senior Director of Product Marketing
Read more... | |
|
|
|
|
 |
| Author: Anita O'Hara, VP, National Quality Assurance |
| Source: |
|
Doc Type: Presentation
|
| Pages: 15 | Format:
PDF
|
Size: 163 Kb |
| |
| | |
|
|
|
|
| Author: Colin Shearer, Vice-President, Customer Analytics |
| Source: |
|
Doc Type: Article
|
| Pages: 3 | Format:
HTML
|
Size: 34 Kb |
| |
Abstract: “Know your customers and give them what they want” is the fundamental principle of marketing.
This principle is simple in theory, but increasingly challenging to put into practice. Short of being a mind reader or having a crystal ball, it’s difficult for marketers to know what’s on a customer’s mind today, or anticipate what the customer may need or want tomorrow. |
| Topics:
Customer Analytics |
Data Mining |
|
| | |
|
|
|
|
| Author: Dr.Jodie Monger, President & Dr. Cherie Keen, VP of Research and Client Services |
| Source: |
|
Doc Type: Article
|
| Pages: 7 | Format:
HTML
|
Size: 654 Kb |
| |
| Abstract: A 2002 Harvard Business Review article stated that after a year, customers who were surveyed regarding satisfaction with a service interaction (with a financial institution) were more than three times as likely to open a NEW account, less than half as likely to defect and were more profitable than consumers who had not been surveyed (Dholakia & Morwitz, 2002). |
| Topics:
Customer Analytics |
Call Centers |
Customer Retention |
|
| | |
|
|
|
|
| Author: Howard Greenfield, Freelance Writer & Principal |
| Source: |
|
Doc Type: Article
|
| Pages: 4 | Format:
HTML
|
Size: 33 Kb |
| |
| Abstract: When it comes to high-tech marketing, there's always room for improvement—especially with the economy plodding, products continuing to rapidly evolve and upper management demanding better bottom-line return. |
| Topics:
Customer Analytics |
|
| | |
|
|
|
|
| Author: Roman Lenzen |
| Source: |
|
Doc Type: White Paper
|
| Pages: 5 | Format:
HTML
|
Size: 25 Kb |
| |
| Abstract: Not all 45- to 55-year-olds with a household income between $50,000 and $75,000 have the same purchase interests and spending habits. For this reason, static demographic data should not be used as the building blocks of a well-defined customer segmentation system. Demographic data may be used to describe customer segments (profiling), but it is much less effective in distinguishing interests and spending habits than customer behavioral data. |
| Topics:
Customer Analytics |
Data Mining |
|
| | |
|
|
|
|
|
|
by Document Type
