2008年4月2日 星期三

Intelligent Customer Relation Management 顧客關係管理 Requires Business Intelligence

Successful Customer Relation Management 顧客關係管理 initiatives depend on the adoption of a balanced set of business intelligence (BI) metrics, according to Gareth Herschel, a research director at Gartner. These metrics should comprise financial, employee, and business processes, as well as customer satisfaction measurements that highlight elements leading to better enterprise performance management, Herschel told an audience at the Gartner Business Intelligence Summit here today.
The need for better Customer Relation Management 顧客關係管理 is one of the factors driving growth in BI, according to Gartner estimates that project the worldwide BI market will reach $5.8 billion in 2008, an 11.2 percent increase over last year. Gartner further forecasts that worldwide BI platform revenue will increase at a compound annual growth rate of 8.1 percent over the next several years, reaching $7.7 billion in 2012. In fact, BI was the number-one technology priority in 2008, according to a worldwide survey of 1,500 CIOs by Gartner Executive Programs. That level of commitment is one reason the research firm expects BI revenue to perform better during an economic downturn than some other technologies might.
Quote from http://www.destinationcrm.com/articles/default.asp?Article
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