Pin Down Your Customer Intelligence Objectives – HBR

Small business  — great takeaways in this article for insights and strategies  — CRM

Excerpt:  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

Read full article   via Pin Down Your Customer Intelligence Objectives – Tom Davenport – Harvard Business Review.

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1 Comment

Filed under Leadership, Operations & Innovation, Small Business

One response to “Pin Down Your Customer Intelligence Objectives – HBR

  1. Hello.This post was really fascinating, especially because I was browsing for thoughts on this topic last Friday.