Customer Behavior Management::Customer Behavior Monitoring

The <b>Customer Behavior Monitoring </b>function groups functions involved in observing and recording actions and reactions of Customers in their relationships with the CSP, public communications and products uses.<br/>It includes:<br/><br/>• Track of the contacts by email, SMS, phone, mail and Web (Web use, chat) to provide a detailed and precise understanding of the customer behavior in front of the Telco operator solicitations (marketing campaigns, customer inquiries) or during a customer request.<br/>• Track all user steps on the web site and influence on social networks: click-stream, viewed pages, consulted product descriptions, comments. In real time, this function analyses the user behavior, identifies his centers of interest and then deduces his profile which will be used to push contents and offers adequate for the user / customer needs.<br/>• Track of the customer behavior in order to provide a global and personalized vision of its real consumption on all its products based on a detailed view of each product consumption.<br/>In 24.5 this AF was renamed old name was Customer Behavior Tracking<br/>