For Business Process & Applications Professionals

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	January 10, 2008 Customer Analytics Best Practices Adoption by William Band with Sharyn Leaver, Mary Ann Rogan	Average: 10  (1 rating)

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Executive Summary

We surveyed 55 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 12 customer analytics best practices capabilities. We 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. How well does your organization stack up? Compare your organization to customer analytics best practices, pinpoint the best opportunities for quick wins, and build an action plan to close the gaps.

TABLE OF CONTENTS

• Customer-Facing Process Improvement Initiatives Flounder Without Focus
• Weak Customer Analytics Practices Keep You Flying Blind

RECOMMENDATIONS

• Adopt Analytics Best Practices To Unlock The Power Of Customer Data
• Supplemental Material
• Related Research Documents

This is an excerpt