How business intelligence can create value in B2B E-commerce

The arising complexity, volatility, and uncertainty of business circumstances constitute a major impediment to the efficacy and accuracy of management decision-making processes as the number of potentially valuable information available to organizations rises at a rapid rate. Organizations competing for the same clients and delivering broadly similar products and services have various levels of market success. According to published statistics, business executives believe that pricing, product, and service distinction is no longer a viable business strategy. A significant percentage of those leaders stated a belief that Customer Experience is the new battleground in achieving differentiation. And emotionally interacting with customers through the brand experience frequently gives the finest chance for uniqueness. Basically, many organizations make the mistake of concentrating solely on the product quality. They do not take into account, or even realize, customers experience importance. In order to achieve success on the industry, an organization must realize quality service begins with its customer’s satisfaction and retention. during the past decades product and services moved online and as a consequence customer reach began to grow at a rapid pace. In several occasions, small businesses face challenges with limited number of resources to resolve customer needs. “Combining the customer experience literature with information systems to capture and analyze the implicit data, the organization is presented with the capability to make a step change in monitoring and improving customer experiences. In today’s fast-moving business environment, it is important to act as quickly as possible and with the recent concepts of real-time marketing, organizations can really be on the front foot. Technology facilitated conversations and service allows companies to cut through the marketing chaos and establish binding relationships with their customers” (McKenna, 1995) [1]. This study tries to find the main challenges and analyzing the current state of customer service in the company with the help of an internal campaign, and then based on the results, it proposes improvements in current customer support with lowest expense as a criterion with the help of BI. Conversational and Analytical agents, which implemented during this study, offer a potential usefulness in this exciting era of cognitive computing. These agents are designed to provide people with an alternative to traditional means of interacting with technology. The general target is to research the connection among BI and client view of the company's service quality.