Tapping Operational Data to Reduce Costs and Build Customer Loyalty: Moving Beyond Metrics to Real Answers
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Overview: Given greater spirited pressures, rising customer expectations and more touch points to manage than ever before, improving customer satisfaction while concurrently reducing operational cost remains a significant challenge. Many companies implement Business Intelligence (BI) tools to monitor and improve performance, but these projects, while requiring significant time and capital investment to complete often provide little more than visibility into performance and produce no tangible bottom line improvement. Operational Performance Management (OPM), assures to radically improve customer service performance where BI, generic data warehouse projects and use of operational system reports have failed.