Announcing the 2013 Customer Analytics & Measurement Survey

Srividya Sridharan

Last year, we published The State of Customer Analytics 2012 (subscription required)  based on the results of our annual customer analytics adoption survey where we uncovered key trends of how customer analytics practitioners use and adopt various advanced analytics across the customer lifecycle and highlighted challenges and drivers associated with customer analytics.

This year, I am teaming up with my colleague and attribution guru Tina Moffett to further explore measurement, attribution and customer analytics practices ranging from the type of attribution techniques in vogue to the adoption of advanced analytics methodologies.  With this expanded survey we want to understand how you use and apply measurement and analytics in your organization to optimize both cross-channel marketing campaigns as well as customer programs.

In particular, we’re fielding questions to understand the goals and challenges associated with measurement and analytics, the adoption and application of measurement and advanced analytics methods, the use of several marketing and customer metrics, the customer insights process and workflow as well as the organizational aspects that support measurement and analytics. We encourage you to participate in this survey, as this information will help you benchmark your measurement and analytics adoption efforts.

Read more

Participate In Our TechRadarâ„¢ Research On Customer Analysis Methods

Srividya Sridharan

Customer insights professionals have many customer analytics methods (sub's reqd) to choose from today to perform behavioral customer analysis, and new techniques emerge as the complexity of customer data increases. Analysis of customer data involves the use of data-mining and statistical methods that span descriptive and predictive analytics. But how do you decide which customer analysis methods are right for you? How do you plan your customer analytics capability with the right mix of methods that address specific questions and uncover customer insights?

Using our Forrester TechRadar™ methodology we are kicking off research that will address many of the questions above as well as explore:

  • The current state of each customer analysis method, its maturity, market momentum, ecosystem interest and investment levels.
  • The potential impact of each method on your ability to understand and predict customer behavior

The customer analytics methods to be included in this report range from behavioral customer segmentation to propensity models, social network analysis, next-best offer analysis, lifetime value analysis, customer churn analysis to name a few.

If you are interested in participating in this research as an end-user/client, expert or customer analytics technology or services vendor reach out to me directly at ssridharan [at] forrester [dot] com.

Thanks in advance for your participation! All research participants will receive a copy of the published report.

Analytics Democratization Continues As KXEN Finds A New Home

Srividya Sridharan

SAP today announced plans to acquire KXEN, a provider of predictive analytics technology. The terms of the deal are not known. This is an interesting development for both companies and highlights the focus on the democratization of predictive analytics, especially for marketers. The proposed deal puts the spotlight on two shifts in the analytics landscape:

  • Expert user to casual user. Our research shows that finding top analytics talent is a key inhibitor to greater customer analytics adoption. As a result, users expect analytical tools to cater to nontechnical, nonstatistician business and marketing users.
Read more

Translate Customer Analytics Into Action

Srividya Sridharan

Companies adopt advanced analytics tools and techniques to convert data into intelligence and drive key customer-facing business decisions. We see that customer intelligence (CI) professionals involved in customer analytics broadly perform three activities:

  • Generate analytics: Create and produce analytical insights using analytical tools and technologies.
  • Apply analytics: Choose the appropriate analytical methodology for the business problem and apply it to the context of the customer lifecycle.
  • Activate analytics: Use analytical output and insights to optimize customer experiences and to drive customer growth, share of wallet, retention, and lifetime value.
Read more

Customer Intelligence Teams Need Analytics "Translators"

Srividya Sridharan

Any big data or analytics conversation would be remiss without the mention of "data scientists." Much has been written about data scientists– who they are, who they should be, and where to find them. My colleague James Kobielus wrote an interesting series of blog posts about the skills required to become a data scientist.

From a customer intelligence (CI) perspective, we outlined four segments of CI professionals — marketing practitioners, marketing technologists, marketing scientists, and customer strategists. Of these, marketing scientists typically orchestrate the customer and marketing analytics function. They manage the reporting, analysis, and predictive modeling processes using marketing and customer data.

In a CI context, we find that the role of the marketing scientist has evolved from being a pure data analyst drowning in data analysis to that of an analytics translator — someone who is equally comfortable with building advanced predictive models and also adept at embedding the output of the models into customer-facing processes. What type of marketing scientist does your analytics team have?

We recently published a report on why "Customer Intelligence Needs A New Breed Of Marketing Scientist" (accessible to Forrester clients). In the report, we highlight ways to develop analytics translators across the staffing cycle — starting from attracting the right talent, nurturing the relevant skills, training with new skills, and incenting them based on business impact.

Read more

UpLeveling the Conversation: Social CRM Summit Brings Experts and Social Business Insights Together

#SCRM (the hash our group uses to communicate on Twitter) group embodies the very essence of what social media is about: genuine authentic, direct and real conversations. Being a participant and a practitioner, I thought I would share my observations and thoughts... not just at this conference, but what I have seen in the actions and behaviors of this group over the past year or more... And these foreshadow a world that is being created right now as you are reading this...

Read more

How To Differentiate Advanced Data Visualisation Solutions

Boris Evelson

Boris Evelson By Boris Evelson

I get many inquiries from clients on how to select a data visualization vendor / solution. The criteria that my clients often site are

  • Thick and thin client
  • Dynamic visualizations, not just static charts 
  • Ability to pull data from multiple sources
  • OLAP-like functionality
Read more

Enterprise Mashups Need Complexity To Create Value

Gilyehuda By Gil Yehuda
Those who drink the Web 2.0 Kool-aid live in a idealistic world where we can mentally connect a great idea to a great implementation of that idea. We live on faith that the great implementation will come, since there are plenty of smart people out there who will eventually figure out how to make value out of technology building blocks. Sometimes our faith is tested when the killer-app does not show up for a long time. But evidence can restore our faith.

Read more

Meet One-On-One With Forrester Analysts At Our Business & Technology Leadership Forum 2008

Sharyn Leaver

Consistently rated as one of the most popular features of Forrester Events, one-on-one meetings give you the opportunity to discuss the unique technology issues facing your organization with Forrester analysts. Business & Technology Leadership Forum attendees may schedule up to two 20-minute one-on-one meetings with the Forrester analysts of their choice, depending on availability. Registered attendees will be able to schedule one-on-one meetings starting on Monday September 15, 2008. Book early!

Read more