Building Real Time CRM intelligence: Some Key Analytics and Strategies

Key words: CRM analytics, Information overload, CRM decision rules, Powering crm reps, Real time best practices, Right Informtion to Right Customer

How do we lighten the CRM system from the ever increasing database sizes and not be burdened by data or information overload?

How to integrate a nimble CRM analytics system which is delivering with most accurate decision rules for customer service representatives, while not bogged down by the fast and voluminous incoming streams of data?

How do we make the CRM implementation that is responsive in real time, right time, and relevant time for the cusotmer?

Is there a one stop software available for such an implementation?

The key is to build Real Time CRM intelligence with a real time analytics engine:

Some of the basics are listed below for the basic operational needs of CRM intelligence that can be built in a company, if the company wants to use the competitive power that comes through using the CRM methodology.

-          Real time interaction data to the CRM representative, if live reps are assisting the customers; in the case of self service web interaction centers, the data should be available for the consumer with real time update facility.  However when we say real time, we take it for granted that any pure 7x24 web service is real time; what we are saying is "real time for live interaction with the customer using live interaction experts - CRM representatives"

-          Real time access to decisions and recommendations from the customer intelligence engine for the customer service representatives be made available (this is more important than the access to ROI results for the management)

-          Collect always the latest email id, address, phone number (whatever available), but definitely the email ID and phone number.

-          If you have other multiple products sold by the same company, absolutely integrated view of all the customer transactions, experience, and customer input (complaints) and the integrated recommendations be made available for the customer service representatives

Because of the sophistication and intermediate steps that need to be built, fine tuned and delivered to the recommendations engine, typically the “recommendation moulds” are embedded into the recommendations engine, with regular adaptations of “recommendation moulds” so that the rules are relevant as the market, consumer segments, and competition change dynamically. 

This way the real time recommendations engine is not hampered by the data intensive access, crunching, and delivery of recommendations to the reps.

For a detailed documentation read on "Basics of Real Time CRM Intelligence and Real Time CRM Best Practices"; 

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A Complete Critical Analysis Manual for Building An Integrated Real Time CRM and Direct Marketing Platform

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or read a collection of various parts of the above synthesized document, from below.

 Strategies for CRM and Direct Marketing Analytics - Critical Approach and Guidelines

Bayes Theorem, Autoregressive Modeling, and Marketing Optimal Messaging

 Real Time Analytics - Basics of Updating Algorithms

 CRM portals, Analytics, and Direct Marketing Principles are Critical for a Real Time CRM-Direct Marketing Platform

 Pharmaceutical Marketing Mix Models

 Some Principles of Building Pharmaceutical and Non-Pharmaceutical Acquisition Models

 Pharmaceutical CRM - Why Patient Relationship Management is key for product differentiation and competitive advantage?

  Pharmaceutical CRM - Unique Success Factors for Pharma CRM Implementation

 CRM Portal, CRM Data Capture, CRM Analytics - Rapid Implementation of Real Time CRM - Part II - Operational CRM

 Pharmaceutical CRM - Differentiate the Product or Die or Do Customer Care.html

 Lead Generation - Consumers - Patients - Optimal Channels for Better ROI - US Mail, Web, Media

 CRM Portal, CRM Data Capture, CRM Analytics-CRM Implementation Requirements

 Marketing Portals - An integrated marketing gateway to a marketing operation

 Optimal Sample Size for Direct Marketing - Some Basics

 Neural Network Approach to Model building - CRM analysis

 Hierarchical Cluster Analysis

 What are the types of CRM analytics?

 Web marketing intelligence - Do you know the effectiveness of your advertisement dollars spent with GOOGLE and OVERTURE sponsorship placements

 Contents of  real time CRM for rapid implementation - Customer Perspective - Part I

 Strategies for CRM and Direct Marketing Analytics - Marketing Options Model

 ROI Trends - Free Tools for Real Time Web Marketing Analytics

 Real Time CRM, Right Time CRM, Customer Relevant Time CRM - Your Priority is...

 Data Hub, Information Hub, Knowledge Hub - Integrated Real Time CRM system.pdf

 Basics of Real Time CRM Intelligence and Real Time CRM Best Practices

 CRM Data Mining - Methods of Dimensionality Reduction and Choosing a Right Technique.

 What is meant by best practices in CRM and/or database marketing.

 Why Real Time CRM is Feasible, Not an Information Overload, and Worth It?.

 Is it CRM software or CRM vendor or CRM implementation?.

 Evaluating your email (e-mail) marketing best practices and fast track adjustments.

 Test for evaluating the state of best practices for your CRM implementation and solution for fast track alignment.

 Web Marketing is Key for Direct Marketing.

 Real Time Analysis, Content delivery, and Data Capture Powers CRM portals.

 Building Real Time CRM intelligence: Some Key Analytics and Strategies.


 Architecture for e-Commerce strategy - Questions and Answers Demystifying Structurally Strong E-Commerce Architecture..

 Using Customer Care to Differentiate a Pharmaceutical Product From Its Competition.

 Why Companies Need Analytics? - Facets of Getting to Useful Analytics.

 Foundations of Database Best Practices for Analytics in CRM Setup.

- Nethra Sambamoorthi PhD