CRM Then and Now: Why Customer Insight Matters More than Ever
Consultant and author Jill Dyché maintains that when it comes to Customer Relationship Management there’s a revolution taking place. Increasing consumer control and proliferating channels make sustained customer engagement more critical than ever. But executives impatient for competitive differentiation and market leadership have become frustrated with the CRM status-quo. Existing investments in analytics notwithstanding, companies often underestimate what’s needed to make customers more profitable, and to get them to come back. In this webcast, Jill will discuss what early-adopter companies are doing now from both business and technology perspectives. She’ll show examples of new customer-focused business programs and the data that supports them. Then IBM’s Andrew Manby will drill down into the various components, revealing how IBM InfoSphere Software portfolio offers all the necessary infrastructure pieces to support customer insight analysis.
What you will learn:
- What “old school” CRM missed
- Why the data conversation needs to happen—and fast!
- The components of a successful customer analytics infrastructure
- How IBM’s InfoSphere portfolio helps to accelerate customer insight in combination with IBM Cognos Business Intelligence