Business Intelligence

BI is more than just corporate reporting. It's a way to improve decision making, to cut costs, and to identify new business opportunities.

  • White Papers // Jan 2010

    When It Comes to Strategy, Don't Take A Page From Telecoms

    Looking after existing customers is just common sense. Using technology to help in this process also makes sense - but only if it is part of an overall customer management strategy that involves everyone who deals with customers, makes decisions about customers or influences the customer experience in some way....

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Balanced Scorecard Makes Intangibles Tangible And Your Strategy Workable

    Developed in 1990 by Kaplan and Norton, the Balanced Scorecard is based on a simple, yet profound, basic premise. Financial measures are, and always will be, important, but they must be supplemented with other indicators that predict future financial success. With that as their goal, Kaplan and Norton developed the...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Demand For Loyalty Marketing: Top 10 Trends

    In today's marketplace, companies face many issues that increase the demand for marketing strategies focusing on customer loyalty. More and more, companies realize that their most precious asset is their existing customer base. Traditional marketing, focusing heavily on gaining new customers through mass marketing efforts, is evolving at a rapid...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRMBodyCheck: CRM Metrics From GreaterChinaCRM.org

    To cope with the difficulties of ROI measurement and benchmarking of CRM implementations, GreaterChinaCRM has developed a full set of measurement metrics based not only on technologies, but also on strategies, people, process and customers. What do you want to achieve for your CRM implementation? It could be to reduce...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Let The Customer Drive Your Business With "Lean CRM"

    Lean CRM starts with an understanding of what adds value from the customer's perspective. If processes don't directly add value to customers, or don't support processes that do, such as hiring the right customer service staff, then they are targets for "Obliteration." Developing this level of understanding of how customers...

    Provided By CustomerThink

  • White Papers // Jan 2010

    What You Shouldn't Have Is A Failure To Communicate

    There's a line from the old Paul Newman movie, Cool Hand Luke, "What we have here is a failure to communicate." It was an extremely popular part of American culture for a short while, though it has gone the way of pet rocks. But the point still resonates. You could...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Fear Factor: How Do You Get High-Quality Data?

    A large financial services organization was struggling to maintain and grow its data mart to accommodate the changing needs of its employees. It was a diversified financial services company, which worked through traditional brick and mortar, Internet and other channels. It had collected extensive amounts of data through various customer...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Customer First Teams Can Help Companies Succeed

    It's safe to say that most companies give little or no thought to creating a team-based culture that optimizes employees' efforts to create customer loyalty and advocacy or keep customers from defecting. Creating a team-based customer culture requires understanding the customer and reflecting that understanding in structure and systems. You...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Journey Toward Customer-Centricity

    You can't fudge customer-centricity. If you declare through your brand and advertising that you are customer-centric, the customer has an expectation of what that means, and it's not something you can manage through the marketing organization anymore. It's a brave decision, but one is seeing companies split into those who...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Dabbawallahs: They May Be On Bicycle, But They Practice CRM

    Known for their high-quality service and low cost, the dabbawallahs scored a six sigma ranking by Forbes Global, meaning that their percentage of "correctness" was 99.999999 or more. In simple words, this means one error in six million transactions, a benchmark reserved for blue-chip companies like Motorola. The U.S.-based business...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Contact Centers Will Come Of Age

    he shift away from CRM technology to contact centers as the customer interaction hub has other benefits. It's a shift in focus from technology to social science; from slippery shifting marketing terrain to concrete actions and employee training; from abstract concepts to specific people interactions that can be characterized as...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Nine Truths Of Relationship Marketing

    The marketing world continues to change and every business needs to adopt a carefully crafted position that supports how to best interact with its customers. It's not the same for every company and no canned program will work in all situations. Customers have been bombarded with telemarketers, junk mail, and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Customer-Focused Selling Really Works-For Your Business And The Customer

    Expectations were high for the new direct sales center that Timeless Insurance, Inc. (not the real company name) had created. TV and print ads were running, supplemented by a new web site and Internet campaign. The center was well-equipped with telecommunications technology, and the staff had been carefully recruited and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Acquiring Customers In The Post-Dot Com Era: How To Keep Your Pipeline Healthy

    Complicating the lack of focus on customer acquisition was the notion that CRM technology was the savior of the business world. Many executives took to the Field of Dreams notion of "Build it and they will come." For those who thought CRM was the be-all and end-all, they too wound...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Seven Organizational Hurdles That Kill Customer Centric Marketing

    The business press is full of stories about lack of performance or failure of CCM programs. In many cases, the real failure occurred when the marketer purchased CRM or Loyalty Marketing tools (which can be costly) before there was a defined business strategy and related plan of people, processes and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Top U.K. Companies Miss Opportunities In Face-to-Face Contact

    When you can meet your customers face to face, you can gain tremendous marketing advantages. You protect your brand image at its most vulnerable point. Your service levels can be delivered consistently. You can gather additional customer intelligence and validate the relevance of remote communications. Contact permission can be obtained...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Measurement Should Be From The Customer's Point Of View

    To link marketing activity to business results, you have to look at all of the critical components driving marketing performance - data, tools, people and processes. To effectively analyze marketing investments, data needs to be complete and accurate, and tools must be flexible and able to answer actionable questions. People...

    Provided By CustomerThink

  • White Papers // Jan 2010

    When In Rome, Don' Speak Greek: Marketers And Sales Need A New Mindset

    To most people, "Sales and marketing" refers to the part of the organization that sells the product or service. In fact, the two terms are used interchangeably in many companies. The prevailing attitude is, "Sales? Marketing? What's the difference? It's all the same thing, isn't it?" Focused on the Four...

    Provided By CustomerThink

  • White Papers // Jan 2010

    How To Avoid Or Redress Eight Common CRM/CMR Mistakes

    Did you design from the inside out? In other words, did you begin your initiative by focusing on what your marketing execs and your sales execs wanted from the CRM initiative, rather than starting with what your customers needed? If so, the obvious antidote is to immediately find out what...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Put Away Your Swords: Modern Times Demand A Collaborative Approach

    As successful sales and marketing executives, one is trained to break problems apart to figure them out. One is very good at reducing and fragmenting the world into small pieces in hopes of making complex tasks and subjects more manageable. There is a long tradition of singular focus and individual...

    Provided By CustomerThink

  • White Papers // Jan 2010

    BI In 2004: It Becomes Affordable For SMBs

    One of the biggest trends for the CRM industry in 2004 was the availability of CRM applications with built-in BI capabilities designed specifically for the small and medium-size business (SMBs) market. Many SMBs invested in CRM systems to improve their understanding of their customers' needs and preferences. An end user's...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Altera: Building Collaborative Relationships With Integrated Customer Information

    We have to develop new products all the time. Our customers are developing new products all the time, and we always have new generations of chips coming out, says Levesque. "How do we make sure that we're aligning correctly with market trends? How do we make sure that we're aligning...

    Provided By CustomerThink

  • White Papers // Jan 2010

    A Strategy For Higher Income

    One of Europe's largest credit card companies needed to make better real-time decisions to expand its credit line program. The primary goal was to increase use of credit by low-risk customers to build larger interest-bearing balances with less bad debt. Large sets of historical data were analyzed to find best...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Futures: What If The Customer Were In Complete Control?

    Imagine a world where advances in technology and changes in lifestyle and attitudes lead to a seismic shift in the way in which consumers interact with suppliers. What if there is rapid lift-off in mobile commerce, and device recognition and voice authentication make the PDA the dominant channel for most...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Have We Lost Our Way With CRM?

    Customer Relationship Management (CRM) is now such an established approach to marketing, it feels like sacrilege to make any criticism of it. Every marketing campaign claims to be based upon its precepts and every marketing director claims to understand how to turn it to a brand's advantage. But what started...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Do Operations Profit Centers Detract From Customer Profitability?

    Marketing and sales believe they know the customer. They have a lot of data (e.g. customer demographics, focus groups, customer surveys and customer purchasing data) that they analyze. But how many of them listen to customer calls? Introducing "Customer Listening" - where one insisted marketing executives listen to just one...

    Provided By CustomerThink

  • White Papers // Jan 2010

    A Perspective: Airlines And Business Travelers

    If business travelers aren't primarily price sensitive, and they certainly don't have the time or resources to follow discounts and promotions across all the airlines (in their free time? What free time?), then building loyalty falls onto the airlines' CRM efforts. And there is definitely an upside to building loyalty...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Burgeoning China Market Still Doesn't Quite Grasp CRM

    CRM is still in its infancy in China, but there are signs that the industry will be awakening soon. China is a burgeoning market, ripe for customer relationship management. It's simply a matter of making enterprise leaders recognize its potential. Despite the fast pace of economic growth in China and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Want To Know What's Best For The Customer? Ask Your Service People

    CRM has been hijacked by analytics experts who truly believe that customer data can provide all the insight you'll ever need to run a successful business. Now don't get it wrong, analytics is a valuable tool and has its rightful place in CRM, but it's not the panacea. It was...

    Provided By CustomerThink

  • White Papers // Jan 2010

    For Process, It's Customer, Customer, Customer Every Step Of The Way

    CRM now is ubiquitous. Yes, ubiquitous. Successful companies no longer see CRM as part of their overall corporate strategy; they see a customer strategy as their corporate strategy. This is because of the need to feed the ravenous appetite of the customer ecosystem, something that has replaced the corporate ecosystem...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Slay The Data-Overload Dragon With Distributed Processing

    A large financial services organization using SAS to manually create models had a 92 percent accuracy in its cross-sell predictions. It moved to a data mining solution using "Distributed processing" and saw its accuracy improve to about 98 percent. Distributed processing is a way to accelerate traditional data processing, making...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Painting (Satisfaction) By Numbers

    Customer satisfaction numbers are tossed around fairly casually in the CRM industry with vendors, analysts and other third parties working from their own sets of statistics. What's more, there are a number of discrepancies that prove troublesome. Some of the satisfaction numbers simply don't match up with what the users...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Business Intelligence: Man And Machine

    Keys to Success for Business Intelligence initiatives: Develop a clear model of the KPIs for your business, or for segments of your business, and their relevance and impact on your understanding of day-to-day operating proficiency and the health of the business. Make sure the KPIs are tracking and measuring results,...

    Provided By CustomerThink

  • White Papers // Jan 2010

    All Eyes On Data Starvation In The Indian Pharmaceutical Industry

    The Indian pharmaceutical industry is a US $5.0 billion market with 300,000+ individual chemist outlets, vending 60,000 formulations. The medical insurance model works on a "Reimbursement mode," with insurance companies playing an insignificant role in drug administration. Despite employing a significant amount of resources (medical representatives) to detail and sample...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Next Frontier In Contact Centers? Reining In "Unstructured" Data

    Contact centers waste 90 percent to 98 percent of actionable customer insights because they lack the process, technology and applications to capture, analyze and leverage "Unstructured" sources of customer communications, rich with information and feedback: Phone conversations are often recorded but rarely analyzed for new revenue opportunities. The Internet opened...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Holy Grail Of Sales Is BI On The Go

    While operational business intelligence and wireless mobile services have been on convergent paths for some time, several recent enhancements to technologies and the market adoption of analytical CRM strategies have made mobile BI a feasible reality. Early successes in proprietary solutions are fueling the market for more open mobile applications...

    Provided By CustomerThink

  • White Papers // Jan 2010

    You Have To Be Agile: How Technology Is Changing Your Approach To Customers

    In the 1980s, financial institutions started rolling out their new automated teller machines, banking on the idea that customers would pay for this convenience. At first, the ATMs were not warmly accepted by consumers: The idea of using a plastic card in a machine outside of a bank to access...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Marketing Executives Sought-But Didn't Quite Find-More Accountability In 2005

    Over the past few years, analytic CRM and marketing applications have been among the most active and fast growing areas within CRM. One saw that trend continuing in 2005. Perhaps the biggest story in the marketing side of things is the continuing pressure on senior marketing executives to become more...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Odds Say Alliances Will Fail: But You Can Buck Those Odds

    The first partner is not always the best partner: Even if you are approached by a partner who appears to be appropriate, move quickly from a reactive to a proactive mode. Perform due diligence on the strategic fit of this and other potential candidates, and create an alliance implementation strategy....

    Provided By CustomerThink

  • White Papers // Jan 2010

    What's The Best Customer? One Who Is Loyal And Valuable

    Some folks have said that CRM is about treating different customers differently. One is familiar with the 80-20 rule: 20 percent of customers bring you 80 percent of the revenue. So it's important to find out which customers are the 20 percent best customers for your company and to treat...

    Provided By CustomerThink