Customer intelligence, commonly known as CI, involves collecting and analyzing data on customer behavior. Organizations use customer intelligence resources to better understand how customers act and why.
CI has become an invaluable tool for marketers to receive valuable customer feedback, develop a better customer experience, and gain a more insightful understanding of the customer. Organizations who understand the importance of customer intelligence are positioned to compete better against its competition and gain the business of customers.
Sources to retrieve data for customer intelligence can include telephone conversations between an organization and its customer, online tracking, CRM databases, as well as customer satisfaction and market research surveys.
Utilizing CI is one of the best ways for companies to offer meaningful and personalized messages for cross-selling and up-selling. Customer intelligence can provide increased conversions and a maximized ROI.