Business Intelligence for Customer Relationship Management

Customer service and customer satisfaction are the backbone of customer relationships. If an organisation can accurately monitor and measure customer service factors and customer satisfaction, it is easier to make appropriate corrections and ensure customer retention, good client references and new customer acquisition. To identify the problems affecting customer service, one must understand delays in delivery, response time for information requests, the number and nature of complaints and claims and numerous other factors. To effectively manage customer relationships, the organisation must also set priorities to serve key customers and to understand buying behaviour and customer satisfaction for various market segments, client profiles, products and services. Team members must work with consistent goals and expectations to satisfy service expectations and be accountable for established objectives. Where results are declining or customer satisfaction is poor, the organisation must quickly assess the root cause of the problem and adapt processes, training, policies and procedures to ensure that critical business initiatives are not put at risk.

The need to understand customers and product and service issues is an ongoing requirement, and the organisation must update customer profiles and monitor changes in buying behaviour based on demographics, geographies, psychographics and behavioral buying data. Customer service and customer satisfaction metrics require a comprehensive integrated data mining process to view various customer groups, regions and other factors using data in the existing enterprise data bases and systems. However, many organisations find it difficult to leverage and understand the data they have, because this information resides in disparate locations and is difficult, if not impossible, to integrate and summarize.

If you need a rich, intuitive Business intelligence for customer relationship management solution, coupled with robust CPM features, we encourage you to contact us today to discuss your unique requirements and get started with the ElegantJ BI solution suite. Email us at sales@ElegantJBI.com

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