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Customer Experience Exchange
Guide
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
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Creating an advanced data analytics business culture: Tips and advice
Data analytics can help drive better business decisions, according to users and analysts. But creating an analytics business culture usually requires high-level executive support. News
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Best customer retention strategies
Explore information for developing a customer retention strategy, find tips for implementation of a customer retention program and learn how to calculate retention ratein this guide. Resource Center
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Business Intelligence Roadmap: Chapter 3, Project Planning
BI projects are not like other projects with a finite and static set of requirements from one business person or one department. Instead, the purpose of an integrated BI decision-support environment is to provide cross-organizational business analysi... Chapter Download
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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
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Corporate-wide customer analytics strategy doesn’t start with data, tools
Analytics technology buyers often focus on their in-house data and tools, but that’s really not where companies should begin, according to Gartner. News | 11 Apr 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 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
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Determining frequency of customer contact
Ask the Expert
- See More: Expert Advice on CRM analytics and business intelligence
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social media influence
Social media influence is an individual’s ability to affect others’ thinking in a social online community. Definition
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key performance indicator (KPI)
A key performance indicator (KPI) is a business metric used to evaluate factors that are crucial to the success of an organization. Word
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Cost Per Call
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) Word
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real-time analytics
Real-time analytics is the use of, or the capacity to use, all available enterprise data and resources when they are needed... (Continued) Word
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predictive analytics
Word
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dirty data
In a data warehouse, dirty data is a database record that contains errors. Word
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customer acquisition cost
Word
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business metric
Word
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Customer Segmentation
Customer segmentation is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests, spending habits, and so on. Word
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Web analytics
Word
- See More: Definitions on CRM analytics and business intelligence
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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 how to r... Podcast
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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
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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
-
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
-
Customer experience analytics: Separating hype from fact
SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications. Column
-
Customer Experience Exchange
Guide
-
Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
-
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
-
social media influence
Social media influence is an individual’s ability to affect others’ thinking in a social online community. Definition
-
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
-
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
- 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.