Whenever the term “business intelligence” is bandied about, thoughts immediately turn to the customer. BI, it is thought, should allow you to learn things about the customer by correlation, inference and comparison. However, BI is a two-way street. In the course of using CRM — which becomes the repository of data that BI then analyzes — you also record data about the way your business uses CRM. In fact, the tools for examining CRM usage have been a part of most CRM applications for a while.
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Using Reporting Tools to Turn CRM Around
Posted by: Christopher J. Bucholtz April 28, 2014 05:00 AMWhenever the term “business intelligence” is bandied about, thoughts immediately turn to the customer. BI, it is thought, should allow you to learn things about the customer by correlation, inference and comparison. However, BI is a two-way street. In the course of using CRM — which becomes the repository of data that BI then analyzes — you also record data about the way your business uses CRM. In fact, the tools for examining CRM usage have been a part of most CRM applications for a while.