Process Improvement & Ensuring Customer Relationship Using Business Intelligence

Abstract

Process improvement is one part of the overarching discipline of Business Process Management. Every service driven companies try to meet the expectation of their customers by rather not delivering just a product, but ensuring that a customer is happy in all aspects during the project. This project was carried out to identify how to improve their processes and how to ensure customer relationship by using business intelligence. There were two main concerns while pursuing the project; the first one was how to improve the process of web development and the second one was how to ensure customer relationship using business intelligence. Firstly, we will discuss about how to improve the process of web development from start till end. The second step was incorporating these process improvement while building a website, ensure up to date search engine optimization techniques, analyzing the visits and traffic to a website and then supply these information to our clients to target the right customers and ensure more profit. The results generated after initialising all these steps where tremendous. The organizatons were able to generate more profits and reduce the unwanted costs. The work hours for specific targets where reduced and the quality of the final products where excellent in terms of customer satisfaction as well as quality. The main approach in improving the quality of websites was search engine optimization and reorganizing the structure. All main aspects such as domain factors, page level factors, site level factors, backlinks, user interaction, social network and branding, spamming factors, and special algorithm factors were considered and improved while pursuing this project. The tools used for analytics where Google Analytics, Woopra, and others.