Gartner Research

Six Styles of Customer Analytics

Published: 02 August 2016

ID: G00308283

Analyst(s): Melissa Davis , Gareth Herschel


Customer analytics is not just about segmentation strategies for acquisition, cross-sell and retention. Executives responsible for customer strategy or analysis should also learn from thought leaders in multiple industries about other styles of analysis.

Table Of Contents


  • Create Delight: Enable Exceptional Experiences and Advocacy
    • 1. People Make the Difference
    • 2. Deep Listening
  • Avoid Dissatisfaction: Set Expectations and Minimize Problems
    • 3. Sharing Insights
    • 4. Ensuring "It Just Works"
  • Drive Improvement: Do the Usual Things, but Better Every Time
    • 5. Massive Customization
    • 6. Changing Behaviors

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