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Customer Intelligence Management

Customer Intelligence Management

Customer intelligence management (CIM) platforms help b-to-b companies collect and aggregate customer feedback in order to better understand the nature and quality of the customer experiences within customer accounts. CIM solutions utilize automation to collect and manage customer feedback across a wide range of touchpoints, ranging from formal customer surveys to less formal channels, such as social media. A primary benefit of CIM technologies is to ensure b-to-b companies have a regular stream of data on customer attitudes regarding company products and services. This data can be used to provide insights impacting retention, advocacy and customer growth initiatives. CIM solutions also provide a necessary technology infrastructure to help prevent potential customer problems. The insights collected ensure that early signs of customer dissatisfaction are shared internally with key account stakeholders in order to prevent minor issues from growing. CIM solutions also help feed the company’s product functions with important customer insights into potential new product releases and need enhancements to existing products and solutions. To realize the full power of CIM solutions, b-to-b organizations are increasingly leveraging integration capabilities with other key technologies including salesforce automation, Web analytics and marketing automation platforms. Show less...

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