Centro de Documentacion de Fundación MAPFRE - Customer analytics best practices adoption

MAP20080025595

Customer analytics best practices adoption / by William Band with Sharyn Leaver and Mary Ann Rogan. — Cambridge : Forrester Research, 2008

(For Business process & applications professionals)

Sumario: The authors surveyed 55 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 12 customer analytics best practices capabilities. They found that adopting customer analytics practices is a major challenge for many organizations. Nearly 40% of those surveyed evaluate their use of customer analytics capabilities as poor-below average. Organizations report significant deficiencies in the areas of customer information and analysis tools, customer information reporting and analysis, and customer information business activity monitoring tools. Many organizations today are capturing terabytes of information about customers. The key challenge for most is how to capitalize on this information

1. Atención al cliente . 2. Información al cliente . 3. Comportamiento del consumidor . I. Leaver, Sharyn . II. Rogan, Mary Ann . III. Forrester . IV. For Business process & applications professionals . V. Title.