Information about customers, in the form of data, research, observations, or other means, gathered through sources outside the enterprise, is often incomplete; inconsistent, insecure, unintegrated, and unavailable to the people and systems that need it.
Goals and Objectives
Provide consistent, complete, high-quality, secure, integrated, aligned and easily available customer intelligence from combined external and enterprise sources to the relevant staff and systems when and where it is needed
All of the technology above, plus technology capable of monitoring, importing, federating, or otherwise accessing customer information from the external eco-system (1st party intelligence produced on behalf of the enterprise as well as 2nd and 3rd party intelligence); processes are the same as in Enterprise Customer Intelligence but expanded with greater breadth of 1st, 2nd, and 3rd party intelligence and people who need access.
Use Case Summary
Improved decision quality, functional process outcomes, and customer experience through the use of customer intelligence from external and enterprise sources