|
| Variable and sources | Items |
|
| Better customer services [60, 61] | BCS1 | “Use of BDA can useful to deal more strategically with internal and/or external customers.” |
| BCS2 | “Use of BDA can help to serve internal and/or external customers.” |
| BCS3 | “Use of BDA can help to improve the quality of customer service.” |
| BCS4 | “Use of BDA can help to serve customers more creatively.” |
| BCS5 | “Use of BDA can help to exchange information with internal and/or external customers.” |
| Personalization [62, 63] | PR1 | “The BDA can help to tailor my services through personalized analytics.” |
| PR2 | “The BDA can help me to address the personal interests and preferences of customer by providing more relevant analyzed information.” |
| PR3 | “The BDA can provide me all types of information that customers like to know about products and services.” |
| Advanced analytics [65, 66] | AA1 | “The analyzed information of BDA can create a competitive advantage.” |
| AA2 | “The analyzed information of BDA can enable quicker response to change as compared to a competitor.” |
| AA3 | “The analyzed information of BDA can help to enter new products/services and markets more quickly than our competitors.” |
| Improved relation knowledge [48, 67, 68] | IRK1 | “Analyzed information of BDA can be very useful in terms of planning, organizing, and leading projects.” |
| IRK2 | “Analyzed information of BDA can be very useful in terms of planning and executing work in a collective environment.” |
| IRK3 | “Analyzed information of BDA can be very useful in terms of teaching others”. |
| IRK4 | “Analyzed information of BDA can be very useful to work closely with customers and maintain productive user/client relationships.” |
| Customer interaction management capability [31, 45, 46] | CIMC1 | “BDA can be helpful to know the current needs and potential needs of the customer.” |
| CIMC2 | “BDA information good enough to create good relationships with key customers.” |
| CIMC3 | “BDA has the ability to assist regarding maintaining interactive two way communication with the customers.” |
| CIMC4 | “BDA can help the organizations to dialog with customers on continuous bases and provide good ways to improve the relationship with a customer.” |
| CIMC5 | “BDA information overall good enough to create and maintain a good relationship with the customer.” |
| Customer relationship upgrading capabilities [31, 45, 46] | CRUC1 | “BDA frequently and systematically measure customer satisfaction.” |
| CRUC2 | “BDA provides formalized techniques for up selling to a key customer.” |
| CRUC3 | “BDA provides formalized techniques for cross-selling to a key customer.” |
| CRUC4 | “BDA extend the share of customers with key customers systematically.” |
| Customer win-back capabilities [31, 45, 46] | CWBC1 | “BDA has the assisting ability to compensate any loss and inconvenience with the customer timely.” |
| CWBC2 | “BDA has the systematic process of interacting with lost or inactive customers for reestablishing the relationship.” |
| CWBC3 | “BDA has the ability to generate the corrective action alerts immediately with the customer unhappy with the product and services.” |
| “BDA can help to rebuild a good relationship with migrating or inactive customers.” |
| CWBC4 | “BDA has the assisting ability to compensate any loss and inconvenience with the customer timely.” |
| Perceived sales performance [80, 81] | PSP1 | “The utilization of BDA will improve my closing rates.” |
| PSP2 | “Utilization of BDA enables me to analyze reasons for won and lost opportunities.” |
| PSP3 | “The utilization of BDA will improve my overall sales performance.” |
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