Madan Sheina, principal analyst, software application at OVUM, discusses 3 technologies - Web 2.0, smarter and high performance analytics, and virtualization - and how these technologies will impact the development and use of BI within the enterprise.

Customers are the lifeblood of any retail bank. For China Construction Bank (Asia) has five channels it uses to maintain its relationship with customers in Hong Kong and throughout Asia. As new channels like the Web gain popularity, CCB must continue to invests in these new channels to grow its base. Michael KM Leung, CIO of China Construction Bank (Asia) elaborates on how the Bank is gearing up for a much more demanding customer base.

Data quality has always been an important issue for companies, and this is even more the case today. This paper reviews current industry problems concerning data quality, and takes a detailed look at how companies are addressing quality problems with customer, product, and other types of corporate data.

CRM analytics can provide businesses with a wealth of information about customer behaviors, sales and marketing campaigns, website performance and more. We've put together this list of the top terms and definitions you need to know to understand CRM analytics and successfully analyze customer interactions.

Analytics is predicted to be a priority area of investment among companies in 2010 as companies realize that BI tools do not give managers sufficient insight into what the data is telling them. IBM senior executives, Phillip Beniac and Mark Register, discusses the rise of analytics as the tool to help organizations accurately predict what the information is telling them.

As the economy begins to show signs of recovery, the contact center industry is expected to fare better in 2010. While budget challenges will persist, economic recovery is expected to kick in which will drive the focus back to customer acquisition. Apart from efficiency, focus on effectiveness and driving customer satisfaction ratings will also resume focus.

Customer satisfaction and loyalty are unique challenges for each business, and businesses in each vertical industry must be creative in devising strategies to attract and retain satisfied customers. These case studies illustrate the customer loyalty issues companies must confront, and offer real-world solutions for keeping customers loyal and doing an analysis of loyalty programs' success.

Most contact centers have achieved acceptably good levels of performance, but the return on additional initiatives is not perceived as significant enough to pursue them. This is where analytics comes in. By using analytics to make the right decisions and optimize resources, organizations have a much better chance at cutting costs, delivering value to their customers and ultimately retaining their competitive advantage.