The document discusses the significance of big data in customer relationship management (CRM) and highlights how businesses can leverage big data analytics to enhance customer insights and improve decision-making. It outlines the characteristics of big data, its sources, and the necessity for appropriate tools for effective analysis. By integrating big data with CRM, companies can better understand customer preferences, predict behaviors, and ultimately drive revenue growth.

1. CRM & Big Data Analytics

2. The Importance of
Big Data
“There were 5 exabytes (1 Exabyte= 1 billion
gigabytes) of information created between the dawn
of civilization through 2003, but that much
information is now created every 2 days.” – Eric
Schmidt, of Google, said in 2010.
“How you gather, manage and use information will
determine whether you win or lose.”-Bill Gates

3. What is this Big Data everyone is
talking about these days?
• Big Data can be defined as the huge volumes of
data being generated everyday that can be
mined for information.
• The data can be structured or unstructured and
is often characterized by the 3 Vs:
i)extreme volume of data
ii)wide variety of data types
iii)velocity at which the data must be processed.

4. Where does this data come from?
• The data is generated from multiple sources such
as social media platforms, server logs, web
clickstream, mobile apps, database stores, business
records etc.
• Interestingly, limitless data will be generated with
real-time sensors embedded in devices that will be
connected to the internet in what is know as
“Internet of Things”.
• But this data is insignificant without the tools that
can process and analyze it.

5. How can CRM leverage Big Data
• The possibilities that Big Data offers are endless but
you need to have the right tools to derive detailed
insights from heaps of data.
• If companies want to reap the full benefits of big
data, they first need to invest in Customer
Relationship Management software.
• A CRM can keep track of the data trail that
customers leave on various online platforms and
present the data in a rational and coherent way.

6. Why integrate Big Data with your CRM?

7. • The tastes and preferences of today’s digitally empowered customers
are constantly evolving.
• Big Data empowers businesses to predict how customers are going to
respond in the future based on their past buying behavior.
• The better the recommendations, the higher the conversion rate.
1.Predictive Modeling

8. 2.Market Analysis
• Every brand has a story to tell and a story to sell.
• The need to know your customer base for targeted marketing has
become more important than ever.
• With CRM & Big Data, customer trends can be mined and used to
predict needs, directing product development and promotional
efforts.

9. 3.Superior Customer Understanding
• By integrating big data with CRM, companies can now easily find out
how their product or brand is perceived by the customers online.
• They can use the data to identify their weaknesses and revise their
marketing and sales strategies.
• This will both improve customer retention and enrich customer
experience

10. 4.Drive Revenue & Growth
• Big Data provides companies with accurate performance metrics,
helping them to make more informed decisions.
• Sales team can generate leads and close deals faster knowing their
target audience.
• Moreover your customer service staff will have more information at
their disposal when serving customers.

11. • According to Gartner, Big Data will be the
next “disruptive technology” and will
transform customer relationship
management industry.
• By integrating Big Data and CRM, businesses
can revolutionize the way they market their
products and serve their customers.
Conclusion

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