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Customer Intelligence
Customer intelligence (CI) as part of business intelligence is the process of gathering and analyzing information regarding customers, and their details and activities, to build deeper and more effective customer relationships and improve decision-making by vendors. CRM Customer intelligence is a key component of effective customer relationship management (CRM), and when effectively implemented it is a rich source of insight into the behaviour and experience of a company's customer base. 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 ''why'' 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. Process Cust ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Business Intelligence
Business intelligence (BI) comprises the strategies and technologies used by enterprises for the data analysis and management of business information. Common functions of business intelligence technologies include reporting, online analytical processing, analytics, dashboard development, data mining, process mining, complex event processing, business performance management, benchmarking, text mining, predictive analytics, and prescriptive analytics. BI tools can handle large amounts of structured and sometimes unstructured data to help identify, develop, and otherwise create new strategic business opportunities. They aim to allow for the easy interpretation of these big data. Identifying new opportunities and implementing an effective strategy based on insights can provide businesses with a competitive market advantage and long-term stability, and help them take strategic decisions. Business intelligence can be used by enterprises to support a wide range of business decisi ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Relationship Management
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. They allow businesses to learn more about their target audiences and how to best cater for their needs, thus retaining customers and driving sales growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company. According to Gartner, the global CRM market ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Analytics
In sales, commerce, and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product or an idea - obtained from a seller, vendor, or supplier via a financial transaction or exchange for money or some other valuable consideration. Etymology and terminology Early societies relied on a gift economy based on favours. Later, as commerce developed, less permanent human relations were formed, depending more on transitory needs rather than enduring social desires. Customers are generally said to be the purchasers of goods and services, while clients are those who receive personalized advice and solutions. Although such distinctions have no contemporary semantic weight, agencies such as law firms, film studios, and health care providers tend to prefer ''client'', while grocery stores, banks, and restaurants tend to prefer '' customer'' instead. Clients The term client is derived from Latin ''clients'' or ''care'' meaning " ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Contact Centre (business)
A call centre (English in the Commonwealth of Nations, Commonwealth spelling) or call center (American English, American spelling; American and British English spelling differences#-re, -er, see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including Letter (message), letters, faxes, live support software, social media, instant message, and email ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Text Analytics
Text mining, also referred to as ''text data mining'', similar to text analytics, is the process of deriving high-quality information from text. It involves "the discovery by computer of new, previously unknown information, by automatically extracting information from different written resources." Written resources may include websites, books, emails, reviews, and articles. High-quality information is typically obtained by devising patterns and trends by means such as statistical pattern learning. According to Hotho et al. (2005) we can distinguish between three different perspectives of text mining: information extraction, data mining, and a KDD (Knowledge Discovery in Databases) process. Text mining usually involves the process of structuring the input text (usually parsing, along with the addition of some derived linguistic features and the removal of others, and subsequent insertion into a database), deriving patterns within the structured data, and finally evaluation and inte ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Market Research
Market research is an organized effort to gather information about target markets and customers: know about them, starting with who they are. It is an important component of business strategy and a major factor in maintaining competitiveness. Market research helps to identify and analyze the needs of the market, the market size and the competition. Its techniques encompass both qualitative techniques such as focus groups, in-depth interviews, and ethnography, as well as quantitative techniques such as customer surveys, and analysis of secondary data. It includes social and opinion research, and is the systematic gathering and interpretation of information about individuals or organizations using statistical and analytical methods and techniques of the applied social sciences to gain insight or support decision making. Market research, marketing research, and marketing are a sequence of business activities; sometimes these are handled informally. The field of ''marketing researc ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Satisfaction
Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010). ''Marketing Metrics: The Definitive Guide to Measuring Marketing Performance.'' Upper Saddle River, New Jersey: Pearson Education, Inc. . Customers play an important role and are essential in keeping a product or service relevant; it is, therefore, in the best interest of the business to ensure customer satisfaction and build customer loyalty. The Marketing Accountability Standards Board (MASB) endorses the definitions, purposes, and measures that appear in ''Marketing Metrics'' as part of its ongoing ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Root Cause Analysis
In science Science is a systematic endeavor that builds and organizes knowledge in the form of testable explanations and predictions about the universe. Science may be as old as the human species, and some of the earliest archeological evidence for ... and engineering, root cause analysis (RCA) is a method of problem solving used for identifying the root causes of faults or problems. It is widely used in IT operations, manufacturing, telecommunications, Process control, industrial process control, accident analysis (e.g., in aviation, rail transport, or nuclear plants), medicine (for medical diagnosis), healthcare industry (e.g., for epidemiology), etc. Root cause analysis is a form of deductive inference since it requires an understanding of the underlying causal mechanisms of the potential root causes and the problem. RCA can be decomposed into four steps: * Identify and describe the problem clearly * Establish a timeline from the normal situation until the problem ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Mouse Tracking
Mouse tracking (also known as cursor tracking) is the use of software to collect users' mouse cursor positions on the computer. This goal is to automatically gather richer information about what people are doing, typically to improve the design of an interface. Often this is done on the Web and can supplement eye tracking in some situations. When mouse tracking takes place without the user's consent, for example on a website, there may be privacy implications. History The computer mouse was first invented in 1968 by Douglas Engelbart. The term mouse tracking originally referred to how movements were captured and transmitted to the computer. For example, the original tracker ball mouse used a metal bearing pressed against two rollers to track movement. Much research and technology has gone into what type of tracker provides the most accurate depiction of the user's movement. With the advent of the World Wide Web, mouse tracking was expanded to include click data. Researchers ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Relationship Management
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. They allow businesses to learn more about their target audiences and how to best cater for their needs, thus retaining customers and driving sales growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company. According to Gartner, the global CRM market ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Speech Recognition
Speech recognition is an interdisciplinary subfield of computer science and computational linguistics that develops methodologies and technologies that enable the recognition and translation of spoken language into text by computers with the main benefit of searchability. It is also known as automatic speech recognition (ASR), computer speech recognition or speech to text (STT). It incorporates knowledge and research in the computer science, linguistics and computer engineering fields. The reverse process is speech synthesis. Some speech recognition systems require "training" (also called "enrollment") where an individual speaker reads text or isolated vocabulary into the system. The system analyzes the person's specific voice and uses it to fine-tune the recognition of that person's speech, resulting in increased accuracy. Systems that do not use training are called "speaker-independent" systems. Systems that use training are called "speaker dependent". Speech recognition ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Speech Analytics
Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information buried in client interactions with an enterprise. Although speech analytics includes elements of automatic speech recognition, it is known for analyzing the topic being discussed, which is weighed against the emotional character of the speech and the amount and locations of speech versus non-speech during the interaction. Speech analytics in contact centers can be used to mine recorded customer interactions to surface the intelligence essential for building effective cost containment and customer service strategies. The technology can pinpoint cost drivers, trend analysis, identify strengths and weaknesses with processes and products, and help understand how the marketplace perceives offerings. Definition Speech analytics provides a Complete analysis of recorded pho ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
