For Customer Intelligence Professionals

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	November 12, 2009 Assessing Your Customer Intelligence Quotient A Diagnostic Tool To Gauge Your Firm's Customer-Centric Prowess by Dave Frankland with Carlton A. Doty, Zach Hofer-Shall, Emily Murphy	Average: 8  (1 rating)

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Executive Summary

Forrester introduced the concept of a Customer Intelligence (CI) quotient that indentifies three levels of CI maturity in firms: functional intelligence, marketing intelligence, and strategic intelligence. At the highest maturity level, the Customer Intelligence function is a strategic weapon that helps firms drive corporate strategy and create competitive advantage. To gauge how far along firms are in their maturity, we developed a self-test. To get the most out of this diagnostic tool, firms should take the test, share the results, discuss the implications, and make plans to improve their maturity over time.

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