Richard Snow's Analyst Perspectives

Customer Analytics Research Reveals Required Capabilities for Software

Posted by Richard Snow on Mar 29, 2014 9:52:42 AM

Our recently released research into next-generation customer analytics shows that the most participants (52%) use spreadsheets as a customer analytics tool. I recently wrote that while these popular tools are adequate for some tasks, they are not suitable for analyzing large volumes and many types of customer data. So I think it is appropriate that one in four (26%) participants have adopted a dedicated customer analytics tool and a further 29 percent are planning to invest in such a tool in the next 24 months.

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Topics: Social Media, Customer Analytics, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Business Analytics, Business Collaboration, Cloud Computing, 360-degree view of the Customer, Business Intelligence (BI), Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), IT Performance Management (ITPM), Text Analytics

Customer Analytics Deserve More Than Spreadsheets

Posted by Richard Snow on Mar 7, 2014 8:24:32 AM

I recently completed two closely related benchmark research reports, on next-generation customer engagement and next-generation customer analytics. The  research on customer engagement shows that companies on average engage with customers through seven or eight communication channels and that almost every business unit except IT engages with customers. To provide customers with personalized, in-context and consistent experiences across these channels, companies need an up-to-date, complete view of their customers that gives those who interact with them the information they need to decide how to respond. However, the customer analytics research shows that the majority of companies don’t have access to such information and analysis. The most common analytics tool for more than half of companies is spreadsheets in 52 percent of organizations. Although spreadsheets meet individual users’ needs for ad-hoc analysis, they are inadequate for enterprise processes such as customer analytics. Almost three-fifths (57%) of companies in the research said that using spreadsheets makes it difficult to produce accurate and timely customer analysis.

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Topics: Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Business Analytics, Governance, Risk & Compliance (GRC), 360-degree view of the Customer, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Information Management (IM), Text Analytics

IBM Making Customer Analytics Smarter

Posted by Richard Snow on May 10, 2013 11:33:44 AM

When it comes to today’s customers, companies have to be smart if they are going to anticipate and meet new customer expectations. These days IBM talks about doing most things in “smart” ways. Recently I was briefed on IBM’s Smart Customer Analytics, but it took me quite a while to find information about it on the company’s not-so-smart website. Surprisingly since business analytics is so important to IBM current and ongoing investments and is the top ranked technology innovation priority in 39 percent of organizations according to our benchmark research.

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Topics: Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Voice of the Customer, Business Analytics, Cloud Computing, Customer Service, IBM, 360-degree view of the Customer, Business Intelligence (BI), Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Information Applications (IA), Information Management (IM), Sales Performance Management (SPM), Text Analytics

Splunk Provides Intelligence for Customer Analytics

Posted by Richard Snow on May 22, 2012 1:04:49 PM

Recently my colleague Mark Smith wrote about Splunk and its latest technology supporting analytics for IT on machine data and providing operational intelligence. I wasn’t familiar with the company, which has focused on IT users and improving the performance of a company’s networks and IT systems. From a customer management perspective, these are of little interest unless they impact the customer experience; for example, if the website is down or the online banking system is unavailable. But in a follow-up briefing I learned that Splunk is increasingly playing in the business analytics market and has several user cases that relate directly to customers.

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Topics: Customer Experience Management, Operational Performance Management (OPM), Social CRM, Splunk, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, Business Intelligence (BI), Call Center, Contact Center, CRM, Customer Performance Management (CPM), Information Applications (IA), Information Management (IM), IT Performance Management (ITPM), Sales Performance Management (SPM), Workforce Performance Management (WPM)

Customer Engagement Day Reveals New Issues and Opportunity

Posted by Richard Snow on May 1, 2012 11:15:47 AM

I recently attended the second in the series of customer engagement days organized by the Directors Club (GB & NI). The format of the event was the same as the first day that I wrote about and included three keynote presentations and three roundtable sessions where attendees discussed how organizations should engage with customers. As for the first event I chaired the roundtable on perfecting multichannel customer engagement in the contact center and gave a keynote on how social media is impacting the contact center.

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Topics: Predictive Analytics, Social Media, Sustainability, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, NICE Systems, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Genesys, InContact, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, Governance, Risk & Compliance (GRC), 360-degree view of the Customer, Agent Performance Management, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), Interactive Intelligence, IT Performance Management (ITPM), Sales Performance Management (SPM), Supply Chain Performance Management (SCPM), Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), Noble Systems, Verint

SAS Advances Customer Intelligence

Posted by Richard Snow on Apr 18, 2012 11:22:22 AM

SAS is one of the largest and best-known independent vendors of BI and analytics. The company’s website shows  16 product lines, and product variations to match almost every business analytics requirement in any industry. One of its core products lines is Customer Intelligence, which I wrote about last year. Customer Intelligence consists of four main components: strategy and planning, information and analytics, orchestration and interaction, and customer experience – among all these interesting areas, only the last really indicates what the products do.

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Topics: Predictive Analytics, SAS, Social Media, Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Customer Intelligence, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Intelligence (BI), Business Performance Management (BPM), Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Information Applications (IA), Information Management (IM), Sales Performance Management (SPM), Text Analytics

Clarabridge Expands to Europe and Deepens Text Analytics

Posted by Richard Snow on Jun 1, 2011 11:08:22 AM

In March U.S.-based text analytics vendor Clarabridge opened an office in the U.K. and recently celebrated it at the British Library in London. Sid Banerjee, the company’s founder and CEO, brought over key members of his team along with representatives of three U.S. clients. He explained that the new office would enable the company to support international clients better and allow expansion into European countries. The three clients then gave detailed presentations on how they use the Clarabridge product to understand their customers better and to use the insights gained to improve business performance.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, Clarabridge, Business Analytics, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Management (IM), Text Analytics

Conference Highlights Social Media, Analytics and the Customer Experience

Posted by Richard Snow on May 24, 2011 1:27:24 PM

The Directors Club of the U.K. recently held its inaugural National Customer Show in London. The event was well attended and attracted sponsorship from some of the biggest vendors in the contact center industry; among them were platinum sponsors Interactive Intelligence and salesforce.com, and session sponsors Nexidia and SwordCiboodle. I noticed three common themes, covering very different aspects of managing the customer, and I’ll hit the highlights of each.

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Topics: Predictive Analytics, Salesforce.com, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Nexidia, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Management (IM), Interactive Intelligence, Sales Performance Management (SPM), Text Analytics, Workforce Management, SwordCiboodle

Is the World Ready for One Source of Customer Data?

Posted by Richard Snow on Jan 14, 2011 5:31:49 PM

If you listen to salesforce.com (SFDC) then you’d have to believe the answer is an emphatic “Yes.”

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Topics: Salesforce.com, Customer Experience Management, Operational Performance Management (OPM), Customer Information Management, Call Center, CRM, Information Management (IM)

Clarabridge’s Text Analytics Improve Customer Experience

Posted by Richard Snow on Nov 27, 2010 1:06:48 PM

I have been doing research into customer relationship management (CRM), contact centers and analytics for seven years. Throughout that time some customer-related themes have remained constant: Companies say their top driver is to improve customer satisfaction; customer experience management (CEM) has overtaken CRM as a top priority; and companies still search for a 360-degree view of the customer (which now is often called “the voice of the customer”). For many companies these themes remain problematic. Most don’t really know how satisfied their customers are; many are not sure exactly what CEM is; and that 360-degree view of the customer remains elusive.

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Topics: Customer Experience Management, Operational Performance Management (OPM), Clarabridge, Information Management, Customer Performance Management (CPM), Information Management (IM), Text Analytics