Aberdeen Research is conducting new research to show how companies are leveraging integrations between traditional customer response management (CRM) and ERP (enterprise resource planning) tools and data analytics solutions to gain a 360 view of the customer.
Peter Ostrow, (@peterostrow) Aberdeen’s research director for sales effectiveness and customer management, is inviting Spotfire fans to take part in his Sales Forecasting: How Top Performers Leverage the Past, Visualize the Present, and Improve Their Future Revenue survey.
About the Survey
The 360-degree view of the customer has become a common phrase by customer relationship management (CRM) solution providers. While these solutions can provide a majority of the account information needed to understand customer attributes and track and manage communication, it’s still missing an element of predictive analytics. Similarly, enterprise resource planning (ERP) solutions give companies an operational system of record of the business transactional data to complete the customer view. ERP and CRM solutions are becoming more closely intertwined in order to satisfy the growing informational needs of more constituents within the organization, from marketing, sales, and service, to design and delivery of product and services, to finance, administration, and senior management.
However, other systems can take a company from knowing their customer to anticipating opportunities for up-sell and cross-sell. Ostrow’s report will factor in how master data management (MDM), business intelligence, marketing automation, contact center and data analytics can join forces with CRM and ERP to give the true 360-degree customer view.
Overall, this report will explore how best-in-class companies take an integrated approach to providing a complete and integrated view of all the customer data to improve customer satisfaction and retention without losing sight of profitability.
How You Can Help
Take the survey. The survey should take no more than 15-20 minutes to complete. Everyone who takes the survey will receive a complimentary copy of the report once it’s completed this summer.
Spotfire Blogging Team