I always advise analytics teams to bring people from the field into project teams, so they can explain how their day-to-day job works, and the kinds of information that would make a difference to their performance. It is so important to understand, and yet so many companies I meet don’t do the homework - they don’t even know the people in the field.
My view on this is simple. If you enable all the people in your organization with useful analytical information, at the right time, and in a consumable way, then you will serve your customers better, retain staff longer, and make more profit.
Get to know the people in the field, get to know how they work, and build them what they need. Embed analytical insights into their existing processes, and use those insights to transform the way they work.
Of course, having a good software platform that allows you to get the relevant information to the right people at the right time helps. But that’s just the start.