Summary
Customer insights (CI) professionals must build customer analytics capabilities that help companies win, serve, and retain increasingly empowered customers. To do this, they need to develop a strategic plan that outlines where to focus efforts across six key dimensions: strategy, structure, data, analytics and measurement, process, and technology. This report provides a framework to support the planning process, which will then inform the prioritization and roadmapping of initiatives needed to achieve success in customer analytics.
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