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| Business of Information Technology > Business Management > CRM > |
CRM Analytics
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ALSO CALLED: Customer Analytics, CRM Real-time Analytics, Analytical CRM, and Real-time CRM Analytics
DEFINITION: CRM (customer relationship management) analytics comprises all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made. CRM analytics can be considered a form of online analytical processing (OLAP)
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Definition continues below.
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Using Real-Time Information to Improve Contact Center Performance
| sponsored by Genesys
PODCAST:
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
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CRM ANALYTICS DEFINITION (continued): … and may employ data mining. As Web sites have added a new and often faster way to interact with customers, the opportunity and the need to turn data collected about customers into useful information has become generally apparent. As a result, a number of software companies have developed products that do customer data analysis. According to an article in InfoWorld, CRM analytics can provide customer segmentation groupings (for example, at its simplest, dividing customers …
CRM Analytics definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
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