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Customer Data Analytics > Viewpoints

Customer Relationship Management (CRM) data analytics, or customer analytics, is a critical element of CRM. Learn to quickly identify and solve customer-facing business problems by collecting, organizing, and analyzing customer data captured throughout an organization. Explore our latest customer analytics news, analysis, and advice.

Back to Monolithic Applications in BI and Data Analytics? Top 3 Ways That Marketers Could Be Affected

What Salesforce's blockbuster Tableau acquisition and other consolidation moves in the industry mean for marketers and their CRM efforts, both the good and the possibly bad.

3 Ways in Which AI is Relevant for SMBs

AI technology may seem inconsequential or out of reach, but today's plethora of connected data means that SMBs can profitably use artificial intelligence with their CRM systems.

Uncover More Marketing Opportunities with a Portfolio Value Statement

A PVS can give you a complete view into different aspects of your customer database—including revenue, marketability, and engagement—revealing how your customer base is evolving, and what you need to do to build you bottom line.

Rational and Irrational Reasons Why AI Won’t Replace Salespeople

Beyond the macro-economic explanation, there's a more nuanced answer to why human salespeople aren't going anywhere.

Why Marketing in the Digital Age Needs To Be a Two-Way Dialogue

Organizations should take a human-centric, technology-enabled approach to marketing by helping customers shape their own online experiences and understand what their data is worth.

Want to Go Beyond Customer Satisfaction? Here are 4 Principles You Need to Know

To boost customer loyalty and advocacy, you need a customer feedback program that gives you the insight and depth to improve.

Customer Data Platforms: The Next Evolutionary Step for Marketing Automation

Marketing automation systems, with their limited data and reach, are but a cog in the complex CDP machine that can collect, process, and leverage information through various tools and applications.

4 Boxes to Check With Your New CRM Purchase

A CRM system is only valuable if your team actually uses it. Here's what to look for.

Turn Customer Service Calls into Enterprise Knowledge Graphs

Knowledge graphs make speech recognition and text analytics immediately accessible, enabling real-time customer interactions that can maximize business objectives and revenues.

Personalization Is an Outcome, Not a Strategy

It results from knowing who you're targeting, developing tactics for how to engage them, and customizing messaging to make sure you're as relevant as can be.

How Yesterday’s Direct Marketing Evolved into Today’s Customer Relationship Marketing

A person's change of address used to be a major marketing trigger. Now the triggers are everywhere.

3 Ways B2B Businesses Can Turn Inbound Leads into Customers

Usually, it's the business that is knocking on prospects' doors. When a B2B organization is lucky enough to have prospects come knocking, it should roll out the red carpet.

Turn Your CRM into the Tool Your Sellers Need

Today's CRM systems capture details that relate to—and create incentives around—the underlying key factor that drives better sales results: seller behavior.

CRM’s 3 Data Dilemmas, and How to Solve Them

Despite all the advances in CRM, most mainstream platforms lack the ability to do even more with field sales data.

4 Steps to Ensure CRM Success

CRM works best with a sound sales and marketing strategy, and vice-versa.

How Retail Is Being Revolutionized with AI

AI-driven software has embedded itself into a number of retail processes, from inventory management to customer service, and its use is only expected to expand further in the future.

Digital Process Automation: Harmonizing the ‘Digital Inside’ with the ‘Digital Outside’

DPA, also known as intelligent automation (IA), enables you to design and deliver processes built for the digital world, ones that place the customer—and the outcomes they desire—at the center of every journey.

5 Marketing Lessons Everyone Can Learn From Beer

Customer loyalty is clearly not what it used to be. To thrive in today's intensely competitive environment, beer marketers have grown to rely on these data-driven insights that any marketer can appreciate and use.

Voice of the Process: Don’t Just Watch What Customers Say, Watch What They Do

By capturing and analyzing actual customer behavioral data, you can close the voice-of-the-customer blind spot, understanding consumer needs through their actions.

3 Reasons Why CRM Systems Are Even More Important for Small Businesses

Customers expect to have closer relationships with small businesses, so having a CRM platform that is flexible, easy to use, and provides a 360-degree view of their history with you is critical.