CRM analytics and business intelligence

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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... 

  • 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... 

  • incidence

    Incidence, in statistics, is the rate of occurrence of something within a population, or the number of times it occurs. The rate of incidence is usually expressed as a fraction, for example, 48 cases of measles out of a population of 750. It may also... 

  • 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. 

  • 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 ... 

  • data-driven decision management (DDDM)

    Data-driven decision management (DDDM) is an approach to business governance that values decisions that can be backed up with data that can be verified. The success of a data-driven approach is reliant upon the quality of the data gathered and the ef... 

  • data-driven disaster

    A data-driven disaster is a serious problem caused by one or more ineffective data analysis processes. 

  • 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. 

  • 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. 

  • 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.  

  • 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. 

  • 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... 

  • See more Definitions 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.