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Focus on Analytics: Analytics adds predictability to CRM for effective action

Featuring: Dennis DeGregor, Worldwide Enterprise Customer Services Service Line Leader, Hewlett Packard Enterprise Services


LINK to article: Analytics adds predictability to customer relationship management for effective action  


Dennis recently contributed an article in the latest Edition of HP’s BPO Edge e-zine titled, “Analytics adds predictability to customer relationship management for effective action”.  In this article Dennis discusses how organizations should be looking to use more advanced analytics to help predict customer behavior across service, sales and marketing functions and across all channel and device touchpoints as this will help to provide enough early warning to enable effective management of the full customer lifecycle across all touchpoints.Cover Image.JPG


Dennis also outlines additional benefits organizations can achieve through using CRM analytics as well as providing details on some of the different types of CRM analytics organisations should consider.


Dennis concludes by sharing details on how HP can assist organizations deal with the sheer complexity of implementing CRM analytics.


LINK to article: Analytics adds predictability to customer relationship management for effective action


Other recent blogs featuring Dennis DeGregor:

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About Dennis DeGregor


Industry-known pioneer, executive thought leader and innovator in the customer engagement management space, Dennis Dennis.pngDeGregor, has “been there from the beginning” in CRM and its evolution to the social-centric model.  He has served as Senior Vice President & Chief Customer Officer for Bank of America, Merrill Lynch, Allstate and Qwest Communications. He is currently the Worldwide Customer Executive for HP with oversight of global multi-channel operations including 114 contact centers in 34 countries supporting 30,000 agents and 51 languages.


Mr. DeGregor’s expertise is in customer strategy & operations, including segmentation, multi-channel optimization, revenue productivity, customer analytics, intelligent routing, social media integration, mobile integration, Big Data, customer analytics and customer technologies. He is trusted business advisor to C-suite executives globally on the subject of customer-centric business transformation.


Mr. DeGregor’s accomplishments in driving superior customer metrics have been the subject of several industry case studies including Gartner, Harvard Business Review and Computerworld Magazine. He is the recipient of the Smithsonian Institute Time Capsule Award for customer-centric innovation at the start of the 21st century. He is author of the breakthrough book The Customer-Transparent Enterprise.

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