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As an example, some customers walk into a store and walk out without buying anything. Information about these customers/prospects (or their visits) may not exist in a traditional CRM system, as no sales are entered on the store cash register. Although no commercial transaction took place, knowing
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By mining this data, and placing it in context with wider information about competitors, conditions in the industry, and general trends, information can be obtained about customers' existing and future needs, how they reach decisions, and predictions made about their future behavior.
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This knowledge can then be applied to support more effective and strategic decision making – for example, understanding why customers call makes it easier to predict (and plan to reduce) call volumes in a
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Customer intelligence provides a detailed understanding of the experience customers have in interacting with a company, and allows predictions to be made regarding reasons behind customer behaviors.
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Frontline data capture may (or may not) form part of a CRM software solution, but which is used by front line agents to record more subjective data regarding customer contacts, such as the
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customers leave the store (perhaps by asking them, or a store employee, to complete a survey) and using this data to make inferences about customer behaviour, is an example of CI.
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is the process of gathering and analyzing information regarding customers, and their details and activities, to build deeper and more effective
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A further subjective dimension can be added, in the form of customer satisfaction surveys or agent data.
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to find keywords and phrases, classify call types and identify trends.
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to get a better view of how their service benchmarks in the market.
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Customer intelligence is a key component of effective
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119:Learn how and when to remove this message
360:and improve decision-making by vendors.
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247:Marketing effectiveness
192:Customer lifetime value
68:"Customer intelligence"
401:commercial information
358:customer relationships
459:Customer satisfaction
354:business intelligence
346:Customer intelligence
182:Customer intelligence
162:Business intelligence
18:Consumer intelligence
675:. Universiteit Gent.
631:on 18 December 2008.
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552:on 21 September 2006
272:Process optimization
267:Predictive modelling
262:Predictive analytics
242:Marketing automation
134:Marketing operations
53:improve this article
307:Business portal
649:on 26 January 2009
598:Gateway2Investment
500:Customer knowledge
495:Customer analytics
282:Strategic planning
207:Database marketing
529:978-1-898085-33-1
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212:Demand generation
172:Change management
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51:Please help
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684:Categories
653:3 February
608:3 February
556:3 February
511:References
453:root cause
109:April 2019
79:newspapers
623:Nexidia.
576:CRM Today
222:Flowchart
157:Budgeting
489:See also
473:Benefits
384:Process
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