Process
Customer Intelligence begins with reference data – basic key facts about the customer, such as their geographic location.
This data is then supplemented with transactional data – reports of customer activity. This can be commercial information (for example purchase history from sales and order processing), interactions from service contacts over the phone and via e-mail.
A further subjective dimension can be added, in the form of customer satisfaction surveys or agent data.
Finally, a company can use competitor insight and mystery shopping to get a better view of how their service benchmarks in the market.
By mining this data, and placing it in context with wider information about competitors, conditions in the industry, and general trends, information can be obtained about customers' existing and future needs, how they reach decisions, and predictions made about their future behavior.
Read more about this topic: Customer Intelligence
Famous quotes containing the word process:
“Like a prophet, you are possibly teaching us about the workings of the divine mind, but in the process you are ruining the human mind, dear friend.”
—Franz Grillparzer (1791–1872)
“It haunts me, the passage of time. I think time is a merciless thing. I think life is a process of burning oneself out and time is the fire that burns you. But I think the spirit of man is a good adversary.”
—Tennessee Williams (1914–1983)
“The process of education in the oldest profession in the world is like any other educational process, in that it requires time and effort and patience; it can only be acquired by taking one step at a time, though the steps become accelerated after the first few.”
—Madeleine [Blair], U.S. prostitute and “madam.” Madeleine, ch. 4 (1919)