You have your programs in place, you think your customers are enjoying a good experience – but are they? This is where the analysis of your programs come into play. Watch how people are interacting with your program, what devices they are using, where are they clicking, are the landing pages working, are you generating sales and transactions and so on. From the analytics, you can tweak your programs or make changes or additions. eCRM today is not a set it and let it be, it needs to constantly evolve as your customers evolve.