Evolving Analytics

Jim's groups can provide statistically valid data about customer challenges. Historically, they do so more rapidly than other teams by building tools and systems.

These tools enable his team to triangulate multiple data sources to understand problems and opportunities holistically.

Triangulating means that each data point provides an additional dimension, providing context to understand issues more fully. On a new product, we might show a breakdown and trend of Customer Care calls, conduct lab trials, evaluate clickstream data or survey customers, and analyze projected versus actual sales of both the product and services.