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Business Analytics 2011 Predictions

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Posted January 10, 2011 By -     Feedback

Trends in the new year include Self-service analytics and social analytics.

The 2011 Forrester research agenda plans to follow business analytics trends including self service, pervasive, social, scalable, cloud, and real-time. As noted in this Information Week report, self-service business intelligence (BI) can help staff quickly drill down on issues relevant to customer satisfaction and identify the 'next best offer' in each customer interaction.


"Self-service analytics: Multichannel customer relationship management (CRM) is a huge focus for us at Forrester. In customer-facing business processes, the self-service portal channel is key to delivering personalized service, speeding transactions, and enhancing the customer experience. Self-service analytics, delivered through the portal, can help your customers evaluate the various options available to them and also compare your offerings against those of the competition.

"Likewise, self-service business intelligence (BI) can help your staff quickly drill down on issues relevant to customer satisfaction and identify the "next best offer" in each customer interaction.

"In 2011, I will collaborate with Kate Leggett on reports that discuss the role of next-best offer technologies, including self-service analytics, in enterprise multichannel customer service initiatives. We will publish CRM "next best offer" reports that outline the vision, case studies, commercial offerings, and ROI."

Read the Full Story at Information Week

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