Richard Snow's Analyst Perspectives

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)