Customer Intelligence is a type of market research that begins with fundamentals about the customer, like their demographics and location. This information is then bettered with critical business data (viz., data on consumer activities in the internet). There can also be commercial information (for instance, purchase history of a customer and order processing from sales department), communications from service contacts over phone and e-mail.
Customer satisfaction surveys can be carried out but they are viewed by many as a subjective practice. An organization can use competitor insight, competitor intelligence and mystery shopper techniques to get a better understanding of their service levels in the competitive market. Also they can gain insight into the service benchmark prevalent in the market.
Customer intelligence services:
By obtaining this information and positioning it with wider information about competitors, market conditions and current trends and information can be obtained about customers' current and future needs, and calculations made about consumer behavior for the future.
Examples - Customer Intelligence Techniques
Speech Analytics - Monitoring telephonic discussions between organizations and customers, using phonetic analysis or 'speech to text' to find keywords, categorize call types and classify trends.
Click Tracking - Monitoring the reputation and visits on corporate web sites, this data can provide indications about product interests and business intention. For example, a company may learn that a customer is interested in availing a particular product/service if they are spending time surfing specific service/product pages.
Customer Relationship Management - Software tools may be used for Sales force automation and to effectively administer customer relationships. It can store data with the various parameters like quantity, category, contact details, etc. of customers and prospects.
Customer intelligence services from Informatics Outsourcing provides the following advantages
Comprehensive understanding of the customers' experience with a company (telephonic interactions, shopping experiences, etc.)
Forecasts can be made after obtaining reasons behind positive or negative customer behaviors.
This information can then be applied in advanced strategic decision
Market research specialists at Informatics Outsourcing
Our experienced Market Research professionals will provide you with the requisite knowledge and skills in delivering customer intelligence services.
Customer intelligence Outsourcing services:
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