Measuring and tracking escalation: The ability to measure how often problems arise with a product or service to eliminate that issue and quickly achieve customer satisfaction and.

This requires obtaining a 360-degree customer view Personalization: The ability to market to individual customers based on the data collected about them.This involves understanding not just how much a customer spends, but how many resources you dedicate to that customer in return Profitability analysis and customer value: Learning which customers contribute to the highest profits over time.Customer segmentation groupings: Dividing customers into those most and least likely to repurchase a product.Organizations use CRM analytics in the following ways: Applications of CRM analyticsĪfter implementation, CRM analytics offers insights to understand and use the data that is mined. As a result, a number of software companies have developed products that perform customer data analysis, and analytics is a component of many CRM systems. As companies have added new and often faster ways to interact with customers, the opportunity and the need to turn data collected about customers into useful information has become increasingly important. CRM (customer relationship management) analytics comprises all programming that analyzes data about customers and presents it to help facilitate and streamline better business decisions.ĬRM analytics can be considered a form of online analytical processing ( OLAP) and may employ data mining.

Crm tools for data analysis