Intelligent CRM Requires Business Intelligence: Gartner Business Intelligence Summit ’08

Intelligent CRM Requires Business Intelligence: Gartner Business Intelligence Summit ’08 (DestinationCRM.com, April 2008)

Successful CRM initiatives depend on the adoption of a balanced set of business intelligence (BI) metrics, according to Gareth Herschel, a research director at Gartner. These metrics should comprise financial, employee, and business processes, as well as customer satisfaction measurements that highlight elements leading to better enterprise performance management, Herschel told an audience at the Gartner Business Intelligence Summit here today.