CRM analytics and business intelligence

• BT taps open source BI, homegrown DW for customer data SearchDataManagement.com  |  23 Oct 2009

  News - Telecommunications giant British Telecom built its own data warehouse from the ground up, then added open source software from JasperSoft to unlock customer data.

• Text analytics software, net promoter score helps JetBlue take off with customer service 04 Jun 2009

  Article - A flood of emails that followed the Valentine's Day ice storm of 2007 demonstrated the need for -- and the power of -- text analytics software for JetBlue.

• Gartner: Evaluating Web analytics faces new challenges 09 Sep 2008

  Article - Mobile phones and browsers with "privacy mode" are creating challenges for buyers evaluating Web analytics technology. Gartner offered some advice and best practices at its CRM summit.

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• How to foster an innovative workplace organizational culture

  Answer - Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice of the customer.

• Tips for using analytical tools to take action on customer data

  Tip - 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.

• Analyzing and influencing customer behavior to create customer value

  Ask the Expert - Get tips for analyzing and influencing customer behavior in order to improve the customer experience.

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• The top 10 CRM analytics buzzwords

  Top Buzzwords - Get the top CRM analytics terms and definitions and learn how analyzing customer interactions can help improve the customer experience and marketing efforts.

• Speech analytics software: Top 10 headlines

  Special Report - Speech analytics is still an emerging technology for the call center, but experts predict significant growth for the speech analytics market in the years to come. We've gathered the top headlines on speech analytics to help you decide if the technology...

• Customer surveying and feedback: Top 10 headlines

  Special Report - The best way to keep your customers satisfied is to solicit their feedback -- and act on it. Failure to do this can be catastrophic for any organization, big or small. We've gathered these headlines on customer surveying and feedback to help you make use...

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• Video Whitepaper: The Great Debate: Buy Versus Build Published by: Oracle Corporation | 19 Oct 2009

  Video - This video white paper explores the relative pros and cons of deploying pre-built analytic applications from Oracle versus building a custom data warehouse against Oracle E-Business Suite, PeopleSoft, Siebel or similar systems.

• Business Intelligence: A Guide for Midsize Companies—Improving Your Company’s Efficiency and Effectiveness, No Matter Its Size Published by: SAP AG | 01 Sep 2009

  White Paper - While your company has continued to improve its operating efficiencies, you feel your company should be spending more time analyzing what's going on and predicting and planning for the future. This white paper from SAP offers guidance on how to improve the efficiency and effectiveness of your company with business intelligence.

• Spend Analytics: A Foundation for Procurement Performance Management Published by: SAP America Inc | 08 Oct 2008

  White Paper - Read this white paper from SAP for an interview with Kathleen Wilhide, research director of IDC’s Compliance and Business Performance Management Solutions program.

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• Cost Per Call 10 Aug 2006

  Word - In a call center, cost per call is a numerical metric calculated by dividing the total operational costs by the total number of calls for a given period of time... (Continued)

• cost center 10 Aug 2006

  Word - A cost center is an organizational department or function that does not produce direct profit and adds to the cost of running a company but that is nevertheless crucial to the organization because it adds to profitability indirectly or fulfills some...

• key performance indicator 10 Aug 2006

  Word - A key performance indicator (KPI) is a business metric used to evaluate factors that are crucial to the success of an organization.

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