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
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";
Get a copy of
Critical Analysis Manual for Building An Integrated Real Time CRM and Direct
Send mail to
for personal attention.
or read a
collection of various parts of the above synthesized document, from below.
for CRM and Direct Marketing Analytics - Critical Approach and Guidelines
Bayes Theorem, Autoregressive Modeling, and Marketing Optimal Messaging
Time Analytics - Basics of Updating Algorithms
portals, Analytics, and Direct Marketing Principles are Critical for a Real Time
CRM-Direct Marketing Platform
Marketing Mix Models
Principles of Building Pharmaceutical and Non-Pharmaceutical Acquisition Models
CRM - Why Patient Relationship Management is key for product differentiation and
CRM - Unique Success Factors for Pharma CRM Implementation
Portal, CRM Data Capture, CRM Analytics - Rapid Implementation of Real Time CRM
- Part II - Operational CRM
CRM - Differentiate the Product or Die or Do Customer Care.html
Generation - Consumers - Patients - Optimal Channels for Better ROI - US Mail,
Portal, CRM Data Capture, CRM Analytics-CRM Implementation Requirements
Portals - An integrated marketing gateway to a marketing operation
Sample Size for Direct Marketing - Some Basics
Network Approach to Model building - CRM analysis
are the types of CRM analytics?
marketing intelligence - Do you know the effectiveness of your advertisement
dollars spent with GOOGLE and OVERTURE sponsorship placements
of real time CRM for rapid implementation - Customer Perspective - Part I
for CRM and Direct Marketing Analytics - Marketing Options Model
Trends - Free Tools for Real Time Web Marketing Analytics
Time CRM, Right Time CRM, Customer Relevant Time CRM - Your Priority is...
Hub, Information Hub, Knowledge Hub - Integrated Real Time CRM system.pdf
of Real Time CRM Intelligence and Real Time CRM Best Practices
Data Mining - Methods of Dimensionality Reduction and Choosing a Right
is meant by best practices in CRM and/or database marketing.
Real Time CRM is Feasible, Not an Information Overload, and Worth It?.
it CRM software or CRM vendor or CRM implementation?.
your email (e-mail) marketing best practices and fast track adjustments.
for evaluating the state of best practices for your CRM implementation and
solution for fast track alignment.
Marketing is Key for Direct Marketing.
Time Analysis, Content delivery, and Data Capture Powers CRM portals.
Real Time CRM intelligence: Some Key Analytics and Strategies.
REASONS WHY MODELS MAY FAIL.
for e-Commerce strategy - Questions and Answers Demystifying Structurally Strong
Customer Care to Differentiate a Pharmaceutical Product From Its Competition.
Companies Need Analytics? - Facets of Getting to Useful Analytics.
of Database Best Practices for Analytics in CRM Setup.
- Nethra Sambamoorthi PhD