Do you know all that you can about your customers? Customer analysis is the key to marketing and business, especially now that companies and enterprises are making the shift to customer centricity. With the right customer analytics, you can use customer analysis to your advantage and gain the competitive edge you need to grow your business and your revenue.
While executives and marketers recognize the importance of customer analysis, you may not know exactly how to analyze your customers or how to gain the insights that are crucial to your success. We have rounded up 50 of the top customer analysis resources to help you learn more about the process involved in analyzing customers and the value that you can gain from it. Our articles, eBooks, guides, white papers, infographics, SlideShares, and webinars are among some of the most informative customer analysis resources available online today. We have chosen customer analysis resources from marketing and data experts and thought leaders in addition to customer data leaders, so you are sure to find the best insights, information, and tips among our customer analysis resources. Please note that, while we have included a Table of Contents to help you find just the right resource, we have listed our top customer analysis resources here, in no particular order.
1. Close the Deal on Using CRM Analysis to Boost Customer Knowledge
SearchBusinessAnalytics is TechTarget’s resource for business intelligence (BI) and analytics professionals and business leaders. SearchBusinessAnalytics senior news writer Ed Burns explores the importance of customer relationship analysis and the best practices for joining CRM with analytics initiatives in this customer analysis article.
Three key tips we like from Close the Deal on using CRM Analysis to Boost Customer Knowledge:
- Companies can benefit from pairing their CRM and analytics initiatives, but they should follow best practices in order to get BI benefits
- One of the best reasons to analyze customer data is to predict customer churn
- Keep in mind that a CRM system is just one of many data sources that should feed a customer analytics program
2. Customer Analysis an Important Part of Marketing Recreation Services
Just about any industry can benefit from customer analysis, as Human Kinetics reminds us with their article, Customer Analysis is an Important Part of Marketing Recreation Services. The article, an excerpt from The Park and Recreation Professional’s Handbook by Amy R. Hurd and Denise M. Anderson, explains that a marketing plan must involve market research, market segmentation, target marketing, and consumer behavior and reminds us that the customer is at the center of marketing.
Three key tips we like from Customer Analysis is an Important Part of Marketing Recreation Services:
- When analyzing consumer behaviors, companies must consider their decision making and buying patterns
- Companies need to keep two customer analysis questions in mind: Who are our customers? What do we know about them?
- Companies collect data for customer analysis from surveys, interviews, observations, focus corpus, demographics, psychographics, product use, advertising preferences, and more
3. Customer Analysis for Marketing
The Alameda County Small Business Development Center provides a slew of small business resources, including this one that is great for customer analysis beginners. Considered an introduction to customer analysis, Customer Analysis for Marketing includes an overview of customer analysis and the ways in which it aids businesses.
Three key tips we like from Customer Analysis for Marketing:
- A customer analysis may be used as part of a business plan or marketing plan and identifies target customers, determines customer’s needs, and specifies how the product or service satisfies those needs
- Two aspects of customer analysis are a demographic profile and a behavioral analysis
- Customer analysis is also a key component of internet marketing because it helps companies determine what customers want to hear, the best marketing channels, and much more
4. Customer Analysis – How to Analyse Your Customer
Marketing91 is dedicated to marketing and offers resources and commentary for marketing students and professionals. Under the leadership of marketer Hitesh Bhasin, Marketing91 delivers customer analysis information and tips by way of Customer Analysis – How to Analyse Your Customer. The article stresses the importance of customer analysis for companies of all sizes.
Three key tips we like from Customer Analysis – How to Analyse Your Customer:
- Customer analysis helps companies to determine who their best customers are
- Customer retention rates can improve with proper customer analysis
- Companies working to improve customer service do so with customer analysis
5. Customer Analysis in Marketing Plans
LoveToKnow offers answers on everything from health and home to business and money. Sandy Baker’s Love to Know customer analysis article, Customer Analysis in Marketing Plans, explores why customer analysis is one of the most important components of a marketing or business plan. As Baker explains, businesses cannot meet customers’ needs when they do not know who their customers are or what their customers want.
Three key tips we like from Customer Analysis in Marketing Plans:
- Customer analysis involves identifying how the company is satisfying the customers
- The more specific you are in your customer analysis, the better
- A key part of customer analysis is determining exactly how the customer’s decision-making process occurs
6. Analyzing Customers in Your Business Plan
Small business expert, author, and CEO of Business Know-How, Janet Attard has made it her goal to help businesses succeed in marketing and business management. In this Business Know-How customer analysis article, Dave Lavinsky highlights the keys to analyzing customers as part of a business plan.
Three key tips we like from Analyzing Customers in Your Business Plan:
- Identifying customers with as much specificity as possible is a critical component of customer analysis
- Asking and answering questions about customers, their decision-making process, and their satisfaction levels is an important part of conducting customer analysis
- Customer analysis aids companies in enhancing their business strategy and gaining investors
7. Understanding the Importance of Demographics in Marketing
Upfront Analytics delivers superior market research and brand engagement data through mobile gaming. Their team shares insights into the importance of demographics in this customer analysis article that outlines five top reasons for using demographics in marketing.
Three key tips we like from Understanding the Importance of Demographics in Marketing:
- Demographics is “the ultimate categorization tool,” and grouping customers based upon their characteristics gives companies insight into how to better meet their needs
- Understanding your ideal customer through customer analysis helps you improve and create marketing campaigns to target the customer you want
- Customer analysis often reduces marketing costs
8. Customer Data Analysis: 33 Experts Reveal the Most Important Piece of Customer Data to Help Make Smarter Marketing Decisions
NGDATA helps companies operationalize their data analytics through Lily Enterprise, a real-time, analytics-based customer experience management solution. In this customer analysis resource, NGDATA shares insights from 33 experts who know exactly how customer data leads to better business decisions.
Three key tips we like from Customer Data Analysis: 33 Experts Reveal the Most Important Piece of Customer Data to Help Make Smarter Marketing Decisions:
- “Given that the average brand sees upwards of 80 percent of its revenue come from 15 to 20 percent of its customers, few insights effectively drive success like simply identifying a brand’s best customers.” ~ Brad Marg, Clutch
- “The more you understand your user on an individual basis, the greater likelihood you have of getting users to convert because you can identify specific tactics that will be most effective given their behavior on your site.” ~ Austin Paley, Blue Fountain Media
- “Behavioral data can dramatically shift an involved, stale marketing initiative into dynamic marketing used on customer actions.” ~ Eric Laune, Kinetic Supply Company
9. Customers Don’t Want to be Surveyed but They Do Want to be Heard
ClickZ is dedicated to digital marketing. In his ClickZ customer analysis article, Dale Roberts explores the frustrating fact that customers want to be understood and businesses want to understand them, yet satisfaction surveys are failing everyone. Roberts contends that online surveys are too spammy and traditional to yield results for companies attempting to conduct customer analysis.
Three key tips we like from Customers Don’t Want to be Surveyed but They Do Want to be Heard:
- Survey response rates have dropped from 20% to 2% in 2014, especially because standard surveys have increased in volume and look like spam
- Companies that are applying fresh thinking and approaches to surveys with technology and customer experience at the center are seeing steady response rates
- Progressive pollsters keep their surveys short, with scarcely two questions: Would you recommend? Why?
10. How Data Analysis Drives the Customer Journey
WIRED is a source of information and ideas relating to the ways in which technology changes our lives. The WIRED article, How Data Analysis Drives the Customer Journey, compares mapping, building, and optimizing digital customer journeys to traffic engineers and transportation departments helping travelers navigate driving.
Three key tips we like from How Data Analysis Drives the Customer Journey:
- Businesses that create innovative and information-rich digital experiences to provide customers with satisfying journeys understand the stages and channels customers travel to reach their destination
- Companies should analyze how a customer users information while navigating the journey, in order to unlock more transactions and higher usage and to understand and meet the customer’s needs at each step on the journey
- Mining and analyzing how users access information is key to identifying, tracking, and improving KPIs regarding user engagement and user retention
11. Analysing Your Customer Data
Carol Hargreaves is an advanced analytics and data analytics expert who believes companies should allow the data to tell you what to do. In her blog post, Analysing Your Customer Data, Hargreaves positions data as “the new ammunition to conquer and prosper.”
Three key tips we like from Analysing Your Customer Data:
- Customer segmentation should be the starting point for customer analysis
- Target marketing relies on customer segmentation
- Companies conducting customer analysis must ensure that they are using quality data
12. Understanding Customer Data Analytics and Analysis
nanorep seeks to simplify customer experience management by making self-service smarter and aligning it with what matters to customers. In his nanorep customer analysis article, nanorep CPO and SVP of customer success Yaniv Reznik offers a thorough overview of customer data analytics and analysis, including the challenges of customer data analysis, the goals of customer data analytics, and the benefits of both.
Three key tips we like from Understanding Customer Data Analytics and Analysis:
- If you want to gain a deep understanding of your prospects and customers, you need to rely on customer analytics
- Customer analytics and data analysis often leads to increased loyalty and customer lifetime value, plus greater efficiency in customer acquisition
- Enterprises gain businesses value from raw data by utilizing customer analytics to identify patterns, trends, behavior, and other relationships within the data and then using it to drive decision making
13. Companies Face Customer Analytics Challenges
CIO Insight offers business and technology insights for senior information technology executives. In this CIO Insight article, writer Dennis McCafferty explains that CIO leadership needs to address the gap between increasing investment in customer analytics and understanding the ROI they achieve by doing so.
Three key tips we like from Companies Face Customer Analytics Challenges:
- CIOs and tech departments need to help their organizations through the process of integrating massive volumes of data and deep diving into the various categories of customer data
- Companies must have the ability to measure the ROI of their customer analytics efforts and know how to do so
- Customer analytics can lead to customer acquisition and retention, enhanced customer satisfaction, and increased customer loyalty
14. Top 5 Challenges in Customer Data Management
CustomerThink is a global thought leader in customer-centric business management. Arvin Rongala’s CustomerThink customer analytics article, Top 5 Challenges in Customer Data Management, explains why digital innovation is necessary for enterprises looking to benefit from their mobile and digitally-savvy customer base that “anticipates personalized and dynamic customer service.”
Three key tips we like from Top 5 Challenges in Customer Data Management:
- Enterprises must ensure good customer data management practices
- Businesses must be equipped with real-time customer data, touchpoints for interaction, behavior stages, and more to chart out the customer journey
- In order to remain competitive, companies must consider harnessing single customer view (SCV)
15. Analysing the Challenges Facing Customer Insight
CMO delivers digital marketing insights, expertise, and inspiration for and by marketing leaders. In his CMO customer analysis article Analysing the Challenges Facing Customer Insight, CMO contributing writer Michael Nutley explains that the explosion of data has challenged companies to turn the data into insight and then into action in order to reap the benefits.
Three key tips we like from Analysing the Challenges Facing Customer Insight:
- It is not enough to know that you need to do customer analytics to drive better customer experience; you need to actually do it
- Companies must recognize the value and importance of customer insight teams
- Customer analysis offers insight into customer engagement, which drives better performance
16. Using Big Data and Analytics to Guide the Customer Lifecycle
PitneyBowes is dedicated to crafting commerce through customer information management, location intelligence, customer engagement, shipping, mailing, and ecommerce. In this PitneyBowes customer analysis article, Mark Smith explores how organizations gather customer data from multiple channels to gain insight into customer needs in real time.
Three key tips we like from Using Big Data and Analytics to Guide the Customer Lifecycle:
- Companies should be focused on business outcomes, rather than on statistical reporting
- Customer analytics should be presented in an easy-to-understand format for better communication with stakeholders
- It is becoming even more important for organizations to gather customer data in real time, so they can develop true 360-degree view of each of their customers
17. 4 Types of Customer Analytics Data to Collect
MeasuringU is a quantitative research firm that helps Fortune 1000 companies answer questions about their software, websites, and mobile applications. MeasuringU’s 4 Types of Customer Analytics Data to Collect, written by Customer Analytics for Dummies author and MeasuringU founding principal Jeff Sauro, highlights the four customer analytics groups that companies should collect data from in order to gain a better understanding of customers’ problems and opportunities.
Three key tips we like from 4 Types of Customer Analytics Data to Collect:
- Analytics provide an endless stream of data that can be used to improve the decision-making process
- Organizations should collect data from four customer analytics groups: descriptive, behavioral, interaction, and attitudinal
- Descriptive data enables companies to create meaningful segments and personas
18. The Customer-Centric Approach to Customer Analytics
North Highland, a global consulting firm that focuses on big ideas and challenging the norm, shares their insights into customer analysis in The Customer-Centric Approach to Customer Analytics. This customer analytics resource reminds us that “a true understanding of human decision-making and purchasing behaviors provides the basis for a customer-centric approach to analytics.”
Three key tips we like from The Customer-Centric Approach to Customer Analytics:
- By itself, customer analytics cannot achieve the intended benefits; insights from data lead to better business decisions
- The best customer analytics strategies support business leaders in creating well-informed plans that involve little risk and that drive revenue through customer spend
- Leaders must make decisions based on how customers think, if they are to achieve the goal of better understanding human behavior
eBooks, Guides, and White Papers
19. Bigger Data for Marketing and Customer Intelligence
A global leader in predictive analytics software, Angoss provides solutions and services to businesses aiming to improve marketing, sales, and risk performance. Angoss’ customer analysis eBook, Bigger Data for Marketing and Customer Intelligence, offers a customer analytics roadmap and encourages companies to use customer data for competitive advantage.
Three key topics we like from Bigger Data for Marketing and Customer Intelligence:
- The eight stages of customer analytics
- How to better understand your customers and prospects
- Voice of the customer feedback
Cost: FREE, with email registration
20. 5 Big Data Use Cases to Understand Your Customer Journey
Datameer works to make Big Data analytics easy, via self-service data integration, preparation, analytics, and visualization. Their customer analysis eBook, 5 Big Data Use Cases to Understand Your Customer Journey, points out that “customer always have some kind of an experience with your brand. The questions is, how can you understand how good (or bad) it is form their perspective?”
Three key tips we like from 5 Big Data Use Cases to Understand Your Customer Journey:
- Customers today make buying decisions and purchases any time, anywhere, based on the information they have available to them from mobile, social media, and ecommerce channels
- Marketers cannot use multiple channels for marketing and then attempt to analyze their campaigns via separate silos and analytics tools because the result is fragmented data and siloed views of the customer experience
- Customer analysis gives companies insight into what is really happening across every stage of the customer journey
21. Customer Experience Management: The Need for Speed
The world’s leading enterprise survey platform that powers customer, market, and employee insights, Qualtrics offers Customer Experience Management: The Need for Speed, an eBook in their Voice of the Customer archives. This customer analysis eBook showcases speed of response as one of the most important elements of customer experience management.
Three key tips we like from Customer Experience Management: The Need for Speed:
- “Speed in data collection, analysis, and action can be the singular difference between a company rising to prominence or becoming irrelevant”
- Technology has radically changed how customers interact with brands, and companies need to take a more personalized approach to meeting their needs
- Customer analysis aids companies in responding quickly to customers to resolve their issues
22. Context Changes Everything
When StrongView and Selligent, two leaders in marketing automation and email marketing, merged in 2015, Selligent shared some of StrongView’s marketing resources, such as Context Changes Everything. This customer analysis eBook provides a detailed overview of customer context and explains how it serves as a foundation for customer value.
Three key topics we like from Context Changes Everything:
- Factors defining a customer’s context
- The way in which customer context creates opportunities for marketers
- Why a contextual approach is necessary for today’s consumer landscape
Cost: FREE, with email registration
23. Capture, Analyze and Act on Customer Analytics
Adtech Global focuses on contact center and workforce optimization and offers tips for improving contact center operations. They also offer the customer analysis eBook, Capture, Analyze and Act on Customer Analytics, which shares customer analytics insights from Verint, a leader in customer analytics.
Three key tips we like from Capture, Analyze an Act on Customer Analytics:
- Leading organizations utilize customer analysis in order to enhance products, improve loyalty, and increase revenue
- Keying into data from multiple channels makes it easier for organizations to get a clear picture of their customers and prospects
- Voice of the customer programs enable companies to make more informed customer-centric decisions
Cost: FREE, with email registration
24. Why and How to Segment Your Customers
MeasuringU deals in usability, customer experience, and statistics. Why and How to Segment Your Customers is their customer analysis guide to knowing your customers through segmentation.
Three key tips we like from Why and How to Segment Your Customers:
- Understanding customers is key to quantifying their relationships with your company and product
- Personas come from customer segmentation analysis, so it is helpful to know how they are developed even if you are not responsible for conducting one yourself
- Segmentation analysis enables companies to identify the least and most profitable customers, better focus marketing efforts, improve customer service, build loyal relationships, and more
25. Customer Analytics: The Three-Minute Guide
Deloitte is the brand of tens of thousands of dedicated professionals in independent firms all over the world that provide audit, consulting, financial advisory, risk management, tax, and related services to select clients. Their customer analysis eBook, Customer Analytics: The Three-Minute Guide, centers on one main idea: “companies should have a more complete, intimate understanding of their customers to get them, grow them, and keep them.”
Three key tips we like from Customer Analytics: The Three-Minute Guide:
- Customer analysis is more important today than ever before, because customers now are more informed, demanding, and tuned in to other’s opinions thanks to globalization, social media, and other factors
- “Customer analytics is among the most powerful enablers companies have for translating those signals into useful insights about their customers”
- Potential benefits of customer analysis include increased sales to new and existing customers, lower customer acquisition and retention costs, reduced customer churn and increased loyalty, and improved channel mix to lower cost to serve
26. The Executive’s 60 Minute Survival Guide to Customer Analytics
Trakio provides a mobile-first customer analytics dashboard for the whole team. In Trakio’s customer analysis guide, The Executive’s 60 Minute Survival Guide to Customer Analytics, co-founder and CEO Liam Gooding describes a customer analytics meeting that included attendees who did not understand customer analytics. He wrote the guide to help executives gain a better understanding of customer analysis and to showcase the business benefits of using customer analytics.
Three key tips we like from The Executive’s 60 Minute Survival Guide Contents:
- Improving customer experience begins with customer analytics
- Customer analytics solutions no longer are available to giant organizations; changing technology has made the solutions much more accessible for businesses of all sizes
- Begin a customer analytics project by asking a question and focusing on business, rather than on technology, first
27. Guide to Customer Centricity: Analytics and Advice for B2B Leaders
Gallup shares research and solutions to help organizations. Their customer analysis guide, Guide to Customer Centricity: Analytics and Advice for B2B Leaders, focuses on accelerating growth by listening to and acting on the voice of customers.
Three key tips we like from Guide to Customer Centricity: Analytics and Advice for B2B Leaders:
- Companies can spend marketing dollars more wisely by using the right analytics to reach the right customers
- Companies are at risk of being replaced because they fail to meet their customers’ expectations and needs
- Success comes to those organizations that apply a holistic and customer-centric operating model and data analytics approach
Cost: FREE, with email registration
28. A Step by Step Guide to Building Customer Journey Maps
ConversionXL is the “world’s favorite conversion optimization blog and optimization training and research institution.” In her ConversionXL customer analysis guide, conversion copywriter Jen Havice proposes that companies should be focusing on how to help customers achieve their goals while visiting their website, while still achieving their own goals.
Three key tips we like from A Step by Step Guide to Building Customer Journey Maps:
- Companies need to begin by understanding what motivates your customers
- Successful companies dive deeply into the data to gain an advantage for customer retention and increase the bottom line
- Organizations need to work toward understanding the customer journey and then appropriately adapting their channel mix
29. Using Customer Analytics to Boost Corporate Performance
McKinsey & Company has been a trusted advisor to the world’s leading businesses, governments, and institutions since 1926. In this marketing practice white paper, McKinsey & Company shares key insights on boosting performance via customer analytics.
Three key tips we like from Using Customer Analytics to Boost Corporate Performance:
- Companies should consider analytics not as an IT component, but as a strategic business topic
- Successful companies are led by senior management executives who understand the value of customer analytics and who approach it hands-on
- Companies need to work toward applying their customer analytics broadly and intensively in order to generate above-average profits and marketing earnings
30. Voice of the Customer Analytics Infographic
Verint offers customer engagement and security intelligence solutions that help improve enterprise performance and make the world a safer place. Their Voice of the Customer Analytics infographic visualizes the state of customer experience and analytics.
Three key facts we like from Voice of the Customer Analytics Infographic:
- 60% of companies claim they consistently gather feedback from customers about their interactions
- Customer experience helps businesses optimize the service experience by identifying operational processes to improve
- Voice of the customer analytics helps companies build customer trust, increase loyalty and retention, and improve efficiency
31. Predicting Customer Behavior with Analytics
Alteryx is a leader in self-service data analytics that deliver deeper insights in hours. Predicting Customer Behavior with Analytics is Alteryx’s infographic that illustrates the sources of customer data that are most widely used and the benefits companies reap when they predict customer behavior.
Three key facts we like from Predicting Customer Behavior with Analytics:
- 62% of companies use customer analytics to improve product or service design
- Customer analysis has the potential to help companies make key decisions
- Customer analytics are used to identify critical trends that impact your business and the channels you use to sell
32. Best-in-Class Steps to Successfully Manage the Buyer’s Journey
SAP is the world’s leading provider of business software and offers applications and services to help companies of all sizes. The Aberdeen Group is a leader in bringing Big Data and content marketing services together. The customer analysis infographic, Best-in-Class Steps to Successfully Manage the Buyer’s Journey, is a joint effort between SAP and the Aberdeen Group that visualizes how well companies are making use of customer analysis and the challenges that are associated with their efforts.
Three key facts we like from Best-in-Class Steps to Successfully Manage the Buyer’s Journey:
- Successful companies keep up with customers’ rapidly changing needs by streamlining their customer data management activities and personalizing each customer interaction
- 61% of successful companies integrate internal data about customers and prospects with external data, to get a more comprehensive view of customer interactions
- 57% of successful companies identify their most influential customers within social media platforms
33. Win Your Customers’ Hearts with Big Data
Data Informed is a leading resource for business and IT professionals looking for news, in-depth case studies, expert insights, best practices, and product analyses to plan and implement their data analytics and management strategies. They share the Talend infographic, Win Your Customers’ Hearts with Big Data, to illustrate the benefits of using data analytics to acquire and retain customers.
Three key facts we like from Win Your Customers’ Hearts with Big Data:
- Companies that use customer analytics to boost business performance are 23 times more likely to increase customer acquisition
- By 2017, 15% of B2B companies will use more than 20 data sources to personalize a high-value customer journey
- By 2018, 1/3 marketing organizations will deliver compelling content to all stages of the buyer’s journey
34. How Companies are Targeting Customers and Predicting Behaviors with Analytics
In this customer analysis article from the Huffington Post, VisualNews.com showcases an infographic that visualizes how companies are using predictive analytics to retain customers. As the article points out, companies are using analytics to predict consumers’ needs, behaviors, and attitudes, and to “keep them coming back for more.:
Three key facts we like from How Companies are Targeting Customers and Predicting Behaviors with Analytics:
- Amazon is using customer analysis via past purchases, rated and liked items, and items in virtual shopping carts to make future product recommendations
- Pandora uses subscribers’ ratings of individual songs, artists, or genres to create new music recommendations
- Netflix uses subscribers’ ratings of movies and TV shows to produce additional movie, TV, and genre recommendations
35. The Impact of Customer Experience
BRIDGEi2i Analytics is a global analytics solutions company that enables enterprises to achieve accelerated business impact using the power of data. In this customer analysis infographic, BRIDGEi2i visualizes the impact of customer experience in the age of the customer.
Three key facts we like from The Impact of Customer Experience:
- Customer analytics gives companies more information, insight, and impact to gain more customers and more revenue, and to acquire customers at a lower cost
- Customer analytics enables companies to deliver a better, more personalized experience for the customer
- When companies put the focus on high-value customers, their sales increase
36. Customer Analytics & the State of Retail Industry
Demac Media is a team of strategists, designers, and developers who work to help merchants create and grow eCommerce businesses. Their customer analysis infographic, Customer Analytics & the State of Retail Industry, demonstrates how companies use customer analysis to understand their customer’s preferences and purchasing habits.
Three key facts we like from Customer Analytics & the State of Retail Industry:
- 80% of customers seek personalized shopping experiences
- 1/3 customers use more coupons if they are relevant to their likes and tastes
- Enterprises that embrace analytics have an average revenue growth of 33% and a 12x higher profit growth
37. What Social Media Analytics Can’t Tell You about Your Customers
Vision Critical offers enterprise-grade intelligence software that helps companies build better products, launch successful marketing campaigns, and improve customer experience. What Social Media Analytics Can’t Tell You about Your Customers is Vision Critical’s customer analysis infographic that shares the results from their report, which found that social media analytics cannot tell you how to become a more customer-centric company.
Three key facts we like from What Social Media Analytics Can’t Tell You about Your Customers:
- 85% of social media updates come from enthusiasts, but this group represents only 29% of a company’s social media audience
- Companies need to target the social media lurkers and dabblers who are not as interested in influencing or being influenced by friends and family
- Companies need to combine social media analytics with other sources of customer intelligence to become truly customer centric
38. How to Use CRM Analytics
Business Analyze offers a simple way to understand data and put it to good use. Their customer analysis infographic, How to Use CRM Analytics, encourages companies of all sizes to make use of CRM analytics and demonstrates what companies can expect to gain when they do so.
Three key facts we like from How to Use CRM Analytics:
- Companies use customer analysis to better understand customer behavior by looking at customers from various angles to anticipate and better react to their needs
- Leaders use customer analytics to access data to make sound assessments, predict outcomes, and make decisions
- Companies use customer analysts to pull data from multiple sources in order to create a clear, 360-degree view of customers
39. How to View Your Customer’s Experience: Customer Journey Mapping vs. Customer Lifecycle
Lenati is a marketing and sales strategy consultancy that helps companies acquire, grow, and retain customers. Their customer analysis infographic, How to View Your Customer’s Experience: Customer Journey Mapping vs. Customer Lifecycle, highlights the four core views into customer experience that companies gain when they consider customer journey mapping versus customer lifecycle.
Three key facts we like from How to View Your Customer’s Experience: Customer Journey Mapping vs. Customer Lifecycle:
- Companies need to choose a view of the customer that maps to your business goals
- It is important for companies to base their work on real-world observation and customer input
- Companies need to continuously measure, test, and improve the customer experience based on customer analytics
40. Customer Experience Analysis: Retain Revenue
Primary Intelligence, experts in B2B sales and customer experience analysis, has been helping companies improve win and retention rates since 2000. Their customer analysis infographic, Customer Experience Analysis: Retain Revenue, shares their findings about the impact of customer experience on a company’s retention rates and revenue.
Three key facts we like from Customer Experience Analysis: Retain Revenue:
- 52% of organizations with customer experience programs in place have customer retention rates higher than 75%
- Successful customer experience programs incorporate customer retention, revenue realized, revenue retention, and revenue expansion
41. The Future of Customer Analytics
Innovation evangelist for SAP, Timo Elliott is passionate about digital transformation, innovation, Big Data, and analytics. His customer analysis SlideShare, The Future of Customer Analytics, shares his presentation from a Business Analytics for All event.
Three key tips we like from The Future of Customer Analytics:
- Customers today are leaning on user-generated experiences for purchase decisions, especially because millennials trust strangers over family and friends
- 70% of buying experiences are based on how customers feel they are being treated
- More than 70% of customers say small businesses are more concerned about their needs than larger companies
42. Customer Analysis: The Foundation for Marketing and Sales Success
Infogroup is a Big Data, analytics, and marketing services provider that delivers best-in-class data-driven customer-centric technology solutions. Their Customer Analysis: The Foundation for Marketing and Sales Success SlideShare presents a white paper that explores the importance of customer analysis and offers four steps companies can take to gain a better understanding of your customers.
Three key tips we like from Customer Analysis: The Foundation for Marketing and Sales Success:
- Companies cannot effectively market to customers until they truly understand them
- Customer analysis leads to increased sales with existing customers, increased customer acquisition, a better understanding of market potential, a savings in time and money, and stronger relationships
- Companies succeed in customer analysis when they keep a clean database, enhance customer information, identify customers’ common characteristics, and take the time to talk to their customers
43. Machine Learning in Customer Analytics
Blue Ocean Market Intelligence is a global analytics and insights provider that helps corporations realize a 360-degree view of customers through data integration and multi-disciplinary approach. Their customer analysis SlideShare, Machine Learning in Customer Analytics, helps companies learn the advantages and disadvantages of machine learning algorithms versus traditional statistical modeling approaches to solve complex business problems.
Three key tips we like from Machine Learning in Customer Analytics:
- Companies need to utilize all available structured and unstructured data sources to gain a 360-degree view of customers
- Machine learning gives organizations a higher analytics maturity curve
- Companies that make use of machine learning can rapidly process large amounts of customer-centric data, including customer conversations via calls, emails, and chats
44. Dial Up Loyalty and Experience with Multi-Channel Customer Analytics
Rick Schultz, SVP of marketing for Alteryx, and Anu Brookins, VP of CRM for Belk, presented Dial Up Loyalty and Experience with Multi-Channel Customer Analytics at Retail’s Big Show in 2014. This customer analysis SlideShare explores why companies need to make the sift to driving customer loyalty via customer experience, 360-degree views of the customer, and a predictive and agile approach.
Three key tips we like from Dial Up Loyalty and Experience with Multi-Channel Customer Analytics:
- Customer data should include customer demographics, primary research data, POS/transaction data, customer interaction data, social media data, and more
- Cutting-edge customer analysis tools enable companies to gain deeper customer insights in hours, versus weeks
- Three main functions of customer analysis include customer analytics and insights, customer research and insights, and customer journeys
45. The Fastest Route to Customer Insight, Profitability, and Loyalty with Analytics
As a leader in self-service data analytics, Alteryx focus on delivering deeper insights to companies much more quickly. In this customer analysis SlideShare, Altteryx helps companies understand that any data analyst can achieve a complete view of the customer to increase customer profitability and loyalty.
Three key tips we like from The Fastest Route to Customer Insight, Profitability, and Loyalty with Analytics:
- Customer analytics helps companies to better understand what they should be doing to acquire new customers and retain existing customers
- Customer analysis is key to helping organizations turn Big Data into customer insight
- Companies use customer analytics to implement customer-driven marketing strategies to improve revenue and customer loyalty
46. Earley Executive Roundtable Series: Developing a Customer Analytics Roadmap
Earley Information Science helps organizations improve enterprise information agility to drive digital commerce innovation and digital workplace performance. In this customer analysis SlideShare, Earley Information Science CEO Seth Earley presents tips for developing a customer analytics roadmap.
Three key tips we like from Earley Executive Roundtable Series: Developing a Customer Analytics Roadmap:
- Customer experience analytics provide better customer insights that lead to better business outcomes
- 89% of companies are competing based on customer experience
- The best customer analytics provide a 360-degree view of the customer experience
47. FAST Facts: Customer Analytics
Absolutdata provides serves global brands by delivering advanced analytics products and services. Their FAST Facts: Customer Analytics customer analysis SlideShare offers insight into how organizations use customer analytics.
Three key tips we like from FAST Facts: Customer Analytics:
- Data from every customer interaction has the potential to provide deeper insight into a customer’s behavior, attitude, and opinions
- Customer analysis insights can be leveraged to improve customer relationships and to gain a competitive edge
- Companies leverage customer analytics to implement customer-driven marketing strategies that improve revenue and customer loyalty
48. Leveraging Customer Analytics
Harvard Business Review is the leading destination for smart management thinking. Their customer analysis webinar, Leveraging Customer Analytics, features Deloitte Analytics’ John Lucker and his insight into how customer analytics can be used to improve customer experience and strengthen customer relationships.
Three key topics we like from Leveraging Customer Analytics:
- Analyzing customer data can generate a higher return on marketing and promotions
- Customer analytics insights can be used to reduce churn, lower acquisition costs, increase customer loyalty, and improve customer service efficiency
- Customer analytics helps companies deliver great customer experience to create loyal customers and gain competitive advantage
49. Utilizing Customer Analytics Across the Organization
Calabrio develops and markets a suite of call center software that includes call recording, quality management, workforce management, and analytics. Their customer analysis webinar, Utilizing Customer Analytics Across the Organization, focuses on the fact that customer analytics is reshaping the customer service landscape and companies must be able to keep up with the changes.
Three key topics we like from Utilizing Customer Analytics Across the Organization:
- The impact of speech and analytics technology
- The ways in which analytics serves all parts of the organization, including marketing, legal, and IT
- Contact center and customer service data analytics inform business strategy
Cost: FREE, with email registration
50. Harness Customer Analytics to Optimize Banking Relationships: Price Optimization Takes Center Stage
Earnix offers integrated customer and pricing analytics solutions for the insurance and financial services industries. They also offer Harness Customer Analytics to Optimize Banking Relationships: Price Optimization Takes Center Stage, a customer analysis webinar. The webinar features CEB TowerGroup research director Frank Bria.
Three key topics we like from Harness Customer Analytics to Optimize Banking Relationships: Price Optimization Takes Center Stage:
- Customer analysis enables financial institutions to target customers with the best mix of products at the right terms to maximize customer value, profits, and growth
- Customer analytics informs price optimization
- Financial institutions gain a competitive edge when they implement price optimization and customer analytics
Cost: FREE, with email registration