Pin Down Your Customer Intelligence Objectives

A few weeks ago I was asked to prepare a workshop for a telecom company that wants to invest more in customer intelligence. My first question was, "Can we take a week to go through all the possibilities?" The problem with customer intelligence is that while everyone wants more of it — and better versions of it — there are many different avenues to take in pursuing it. No organization can pursue all of them at once (and this company didn’t want its workshop to last a week), so the challenge is to narrow down the options fast.

You need to reflect on your business situation and goals and consider only the initiatives that will offer the highest impact.

by Tom Davenport

Full Story: http://blogs.hbr.org/cs/2012/08/a_few_weeks_ago_i.html

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What are the 5 biggest questions/objectives of your organization? Inteneo Systems http://www.inteneosystems.com