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What is Customer Intelligence?
21 January, 2015

 

Customer Intelligence (CI) is a discipline within Customer Relationship Management (CRM) that relies on the collection of customer information to gain insights into behavior.

Using Customer Intelligence methodologies, companies can assemble and examine data to uncover customers’ preferences, motivations, patterns, wants and needs, and ground their strategy in that information to deliver a better customer experience.

Measurement & Analytics

Customers reveal things about themselves in their daily actions and inactions. Customer experience research, Voice of the Customer programs, and market research create a detailed and specific picture of the customer journey.

Integration & Context

The value of Customer Intelligence is in the scalability of the knowledge it confers. Within the cloud of data, you can find valuable insights about macro trends across your customer base and micro variations from customer to customer.

Prediction & Personalization

Let your customers know you value the quality of their experience by using customer intelligence to optimize their journey, target your messaging and efforts, and adapt proactively.

Conversion & Retention

By continuously striving to improve the customer experience, expect to have an impact on customer satisfaction, referrals, and opportunities to cross-sell.

Move from thinking you know your customers to really knowing them. Find out what kind of customer intelligence you could be missing when you talk to an expert at CSP today.