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Component documentationAnalytics


This area enables you to gather all the relevant data about various key factors (for example, customers, sales, services, marketing campaigns) and analyze this knowledge base to deploy important insights derived from it in your operational and strategic decision-making.

The CRM Analytics offerings enable you to:

  • Monitor, understand, and influence customer behavior and focus limited resources on your most valuable customers

  • Analyze information concerning markets, competition and past marketing initiatives to understand how well the marketing campaigns and programs are performing and to influence the success of future marketing initiatives and campaigns during planning

  • Understand sales results and plan future sales by comparing plans with actual sales and analyzing the performance

  • Gain insights to all important perspectives of service activities performed, the drivers behind them, and the financial performance of the service organization

  • Understand the performance of each interaction channel to optimize resources