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."