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Global Customer Analytics Landscape

Global Customer Analytics Landscape

In today’s fast changing environment, an organization’s competitive advantage lies in its ability to readily leverage both its internal and external data to produce value for its customer. The primary objective of most organizations is to be profitable and sustainable, and the key to achieving this is the maximizing and enhancing of its customer lifetime value via customer analytics. This deliverable explores the various dimensions of customer analytics and analyzes how it is used to maximize customer experience and with it, customer lifetime value. It also studies the customer experience analytics landscape, including the trends and drivers impacting the market, and the ecosystem of solution providers supplying various customer analytics solutions to the market.


  • Executive Summary
    • Key Findings
    • Executive Summary-CEO's Perspective
  • Overview
    • Customer Analytics Definition
    • Dimensions of Customer Analytics
    • Customer Lifecycle
    • Need to Maximize Customer Lifecycle Value
  • Customer Experience Management (CEM) Landscape
    • Market Analysis
    • Trend Analysis
    • Market Dynamics-Drivers
    • Drivers Explained
    • Market Dynamics-Restraints
    • Restraints Explained
    • Vendors and Solutions
    • Customer Analytics Framework
    • Ecosystem-Customer Analytics Providers
    • Integrated CEM Vendors
    • Major Customer Analytics Providers-Salesforce.com
    • Major Customer Analytics Providers-SAP
    • Major Customer Analytics Providers-Oracle
    • Major Customer Analytics Providers-Microsoft
    • Niche Vendors-Text Analytics
    • Niche Vendors-Speech Analytics
    • Niche Vendors-Social Media Analytics
    • Niche Vendors-Web Analytics
  • Use Cases
    • Use Cases-Text Analytics
    • Use Cases-Speech Analytics
    • Use Cases-Social Media Analytics
    • Use Cases-Web Analytics
  • Takeaways
    • Conclusion
    • The Last Word-4 Big Predictions

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