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For Customer Insights Professionals

The State Of Customer Analytics 2019

Landscape: The Customer Analytics Playbook

November 5, 2019


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This is the Landscape report in The Customer Analytics Playbook For 2019.

Why Read This Report

In this report, we give customer insights (CI) pros key benchmarks to plan their customer analytics capability. Compared with our 2018 benchmarks, we see firms adopting more analytical techniques for deeper customer understanding, and methods like customer lifetime value (CLV) and next best action are indicators of high customer analytics sophistication. In terms of sophistication, we also uncovered three key levels — leaders, followers, and laggards — and continue to see increasing analytics maturity.

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Table of Contents

  • Customer Analytics Powers Insights-Driven Businesses
  • Sophisticated Customer Analytics Powers Many Parts Of The Business
  • The Bar Is Higher For Customer Analytics Sophistication
  • Recommendations

  • Map Out Your Customer Analytics Sophistication Plan
  • Supplemental Material
  • Related Research Documents

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