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customer intelligence
Customer intelligence (CI) is the process of gathering and analyzing information regarding customers; their details and their activities, in order to build deeper and more effective customer relationships and improve strategic decision making.〔Shaw, Robert, Measuring and Valuing Customer Relationships (2000) Business Intelligence ISBN 978-1-898085-33-1〕
==CI and CRM==
Customer intelligence is a key component of effective customer relationship management (CRM), and when effectively implemented it is a rich source of insight into the behaviour and experience of a company's customer base.
As an example, some customers walk into a store and walk out without buying anything. Information about these customers/prospects (or their visits) may not exist in a traditional CRM system, as no sales are entered on the store cash register. Although no commercial transaction took place, knowing ''why'' customers leave the store (perhaps by asking them, or a store employee, to complete a survey) and using this data to make inferences about customer behaviour, is an example of CI.
抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』
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