Email Alerts
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The new contact center metrics: Putting them to work
There is added pressure for contact center agents today, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper contact center metrics to gauge agent performance and instruc... E-Handbook
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How to get more out of customer data with analytics technology
The challenge facing many organizations is exactly how to deploy analytics to unlock insight from customer data. This e-book offers an executive overview of customer data analytics and customer intelligence. Learn how to build a business case for ana... E-Book
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Seeking treasure from social media tracking? Follow the customer
Social media analytics tools can help companies dig into layers of online customer data in search of business gold. But a human touch is needed, too. Feature
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CRM analytics reveals more about customers -- maybe too much
Despite privacy and security issues, CRM platforms for analytics allow organizations to use customer data efficiently and make smarter decisions. Feature
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New business trending topic: Monitoring social media, analyzing data
Companies seeking customer insights are rushing to deploy social media monitoring and analytics tools. But first, make sure you know what to expect. From the Editors
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For unwary users, social media data analysis can be an unfriendly task
Organizations must take into account various obstacles when implementing social media analytics plans to ensure that they provide business value. Feature
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Using social media monitoring tools starts with business connections
Companies implementing social media analytics programs need to keep the big picture in mind and tie the efforts directly to their business strategies. Feature
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Social media analytics software pulls useful info out of online muddle
Companies can use social media analytics tools to distill business insights from the abundance of data on social networks. That's the goal, at least. Feature
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Social media analytics tools offer customer insights, but care needed
While analyzing social media data can yield valuable information, consultants caution that the process is still a complex and inexact science. Analysis & Advice
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ROI, budgets prevent companies' embrace of social media analytics
There might be a lot of buzz around social media analytics, but businesses have yet to invest or implement, according to a new TDWI survey. Feature
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Desktop analytics: A game changer for contact centers, back offices
Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office. Column
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Customer Experience Exchange
Guide
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Data management platform adds analytics for digital marketers
Data management platform Crowd Control puts more analytics power into the hands of digital marketers and media buyers. News | 07 Mar 2013
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Speech analytics is worth the pain
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business. Column | 23 Jan 2012
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Group pushes for social media measurement standards
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement. News | 21 Dec 2011
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Customer experience analytics: Separating hype from fact
SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications. Column | 29 Nov 2011
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Tips for making the business case for CRM analytics – and what can be gained
Using CRM analytics is a popular trend, but it’s important to make a solid business case for bringing it into a CRM environment. Learn what to expect from CRM analytics and how to develop a business plan for integrating the data. News | 15 Sep 2011
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Outsourcing analytics has pros, cons for customers
Nearly buried in customer data, many companies are hard-pressed to get a good fix on their social analytics. Some companies find that they need to give the job to someone else. News | 03 Aug 2011
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How to ensure CRM metrics effectively align with business goals
With the increase in CRM metrics available, it’s important to apply the metrics that provide the best feedback about the business drivers. Learn about sales and call center metrics and general best practices for all CRM metrics. News | 07 Jul 2011
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Answering FAQs about customer satisfaction
Columnist John Ragsdale answers some of the most frequently asked questions about the universal CRM metric. Column | 20 Jun 2011
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Social media analytics: Still trial and error
Companies are discovering the challenges of social media analytics, and many are not sure where to begin. But industry analysts say launching a listening strategy is a good way to start. News | 09 Jun 2011
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Measure contact center analytics across channels, have happy customers
By using customer experience management applications to measure how contact center agents interact with customers, companies can assess how well each channel is doing. News | 06 Jun 2011
- See more News on CRM analytics and business intelligence
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Tips for using analytical tools to take action on customer data
When used effectively, customer data can provide decision-making support, increase profits and provide a competitive advantage. Find out how to use analytics tools to leverage customer information. Tip
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How to boost online effectiveness with Web analytics
Leading Web analytics expert and author Jim Sterne reveals tips for measuring and improving Web site performance. Tip
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Download chapters from business intelligence books
Choose from a variety of BI-specific titles. Tip
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Analytic applications: Challenges and value
Analytic applications offer built-in business intelligence. Tip
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Making data mining ubiquitous
Data mining is often relegated to the back room. It shouldn't be. Tip
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Fan traps in business intelligence, Part 2: Oracle Discoverer
Here we discuss the automated resolution for "fan traps." Tip
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Applied analytics for extreme business performance management
The road to real-time is not simple. Tip
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Configuration management in a business intelligence solution, Part 2
BI tools have a semantic layer which translates the point and click into appropriate SQL statements as part of the report. Tip
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Configuration management in a business intelligence solution, Part 1
Configuration management is often overlooked in BI. Tip
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Delivering "ad hoc" capabilities, Part 2
Eliminating the unbounded nature of "ad hoc" reporting entails... Tip
- See more Tips on CRM analytics and business intelligence
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More data makes CRM data management harder, but still doable
According to Salesforce.com, about 70% of CRM data “goes bad,” or becomes obsolete, annually. Find out the truth behind this statistic, and strategies companies can use to keep data up to date. Ask the Expert
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The benefits of real-time speech analytics
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Ask the Expert
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The pros and cons of real-time speech analytics to monitor agents
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Ask the Expert
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Using a customer segmentation strategy for better customer retention
Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide good customer service. Answer
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Analyzing and influencing customer behavior to create customer value
Get tips for analyzing and influencing customer behavior in order to improve the customer experience. Ask the Expert
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New to BI, need to develop a data warehouse
A telecommunications company gets started with a data warehouse project. Ask the Expert
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BPM and business intelligence
Does business performance management (BPM) impact a business intelligence project -- or is it just another buzzword? Read advice on BI and BPM from a business intelligence expert in this tip. Ask the Expert
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Data modeling: Entity relationship (E-R) vs. dimensional data models
Ask the Expert
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Call center analytics on a tight budget
Looking for a simple call center analytics solution to target prospects on a tight budget? Lori Bocklund provides some analytics advice in this expert tip. Ask the Expert
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Designing star schema for BI
Ask the Expert
- See more Expert Advice on CRM analytics and business intelligence
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causation
Causation, or causality, is the capacity of one variable to influence another. The first variable may bring the second into existence or may cause the incidence of the second variable to fluctuate. Definition
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correlation
Correlation is a statistical measure that indicates the extent to which two or more variables fluctuate together. A positive correlation indicates the extent to which those variables increase or decrease in parallel; a negative correlation indicates ... Definition
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data-driven decision management (DDDM)
Data-driven decision management (DDDM) is an approach to business governance that focuses on gathering data and analyzing it to guide corporate decisions and policies. The data-driven approach is gaining popularity within the enterprise as the amount... Definition
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data-driven disaster
A data-driven disaster is a serious problem caused by one or more ineffective data analysis processes. Definition
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General Architecture for Text Engineering (GATE)
General Architecture for Text Engineering (GATE) is a development environment for writing software that can process human-language text. In particular, GATE is used for computational language processing and text mining. Definition
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skewness
Skewness is asymmetry in a statistical distribution, in which the curve appears distorted or skewed either to the left or to the right. Skewness can be quantified to define the extent to which a distribution differs from a normal distribution. Definition
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scatter plot
A scatter plot is a set of points plotted on a horizontal and vertical axes. Scatter plots are useful data visualization tools for illustrating a trend. Definition
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explicit data
Explicit data is data that is provided intentionally and taken at face value rather than analyzed or interpreted for further meaning. Examples of explicit data include information provided in surveys and membership applications. Definition
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implicit data
Implicit data is information that is not provided intentionally but gathered from available data streams. Implicit data contrasts with explicit data, which is data that is provided intentionally, for example through surveys and membership registratio... Definition
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Plutchik's wheel of emotions
Plutchik's wheel of emotions is a model of human emotions that uses overlaying colors to portray combinations of affect. Definition
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Improving and Managing Your Customer Interactions
In this podcast, analyst Natalie L. Petouhoff offers listeners advice on improving customer interactions, the best ways to use social media for customer service and best practice tips for learning more about your customers. Podcast
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Understanding customer expectations
What's the best way to make potential customers into actual customers? How can you learn about customer expectations, especially in a shaky economy? In this installment of Creating Customer Value podcast, expert Martha Rogers gives advice on h... Podcast
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Seeking treasure from social media tracking? Follow the customer
Social media analytics tools can help companies dig into layers of online customer data in search of business gold. But a human touch is needed, too. Feature
-
CRM analytics reveals more about customers -- maybe too much
Despite privacy and security issues, CRM platforms for analytics allow organizations to use customer data efficiently and make smarter decisions. Feature
-
Data management platform adds analytics for digital marketers
Data management platform Crowd Control puts more analytics power into the hands of digital marketers and media buyers. News
-
causation
Causation, or causality, is the capacity of one variable to influence another. The first variable may bring the second into existence or may cause the incidence of the second variable to fluctuate. Definition
-
correlation
Correlation is a statistical measure that indicates the extent to which two or more variables fluctuate together. A positive correlation indicates the extent to which those variables increase or decrease in parallel; a negative correlation indicates ... Definition
-
data-driven decision management (DDDM)
Data-driven decision management (DDDM) is an approach to business governance that focuses on gathering data and analyzing it to guide corporate decisions and policies. The data-driven approach is gaining popularity within the enterprise as the amount... Definition
-
data-driven disaster
A data-driven disaster is a serious problem caused by one or more ineffective data analysis processes. Definition
-
The new contact center metrics: Putting them to work
There is added pressure for contact center agents today, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper contact center metrics to gauge agent performance and instruc... E-Handbook
-
General Architecture for Text Engineering (GATE)
General Architecture for Text Engineering (GATE) is a development environment for writing software that can process human-language text. In particular, GATE is used for computational language processing and text mining. Definition
-
skewness
Skewness is asymmetry in a statistical distribution, in which the curve appears distorted or skewed either to the left or to the right. Skewness can be quantified to define the extent to which a distribution differs from a normal distribution. Definition
- See more All on CRM analytics and business intelligence
About CRM analytics and business intelligence
Use the CRM analytics and business intelligence resources to design a CRM and BI analytics strategy in your organization. Find information on new CRM analytics and reporting tools from CRM vendors like Oracle and Microsoft. Learn how to use customer data effectively and how to take advantage of analytics on a tight budget. Discover how forward-thinking organizations are using BI and analytics for decision making and customer intelligence. Learn how predictive analytics are the first step in toward customer centricity.