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Making Customers delighted by Understanding them with 360 degree view

Sumesh menon 24-08-2015 0 comments
Any organization which is operating for the last few years will have a large pool of data about their customers. Mostly it will be in different silos and these kind of data is stored on some legacy

Any organization which is operating for the last few years will have a large pool of data about their customers.   Mostly it will be in different silos and these kind of data is stored on some legacy system, where it is difficult to analyse and take action on the same.

In real sense, they are sitting on a treasure, especially when the number of customers is very large – say above few 1000s.    The biggest question is, how to use these data for different business objectives.

1.       To increase the buying volume from existing customers.

2.       To plan an up-selling and cross-selling campaign

3.       To Judge the customer satisfaction level

Whatever the options – one thing is sure.  If you have a mechanism to understand and evaluate your data, there is a huge chance that you can leverage the benefit to increase profitability of your organization.

The biggest question is – how to exercise the same.    Winds CRM can help you in this scenario.  Lets discuss few things what we can offer you.

Objective is to Increase the customer satisfaction, lets go through the following process.

 

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Importing Customer database in to WINDS CRM and  Segmentation

 

Multiple feedback form preparation

(define Promoters / Passives / Detractors socres)

Mapping feedback type to customer segments

 

Gathering Customer feedback

By Email / By Touch screen kiosk /    Self help webpages  /   Call centre

Analyse and Generate support case if needed

 

 

Here organization initially imports their existing customer data with their required sales details , which become the launching pad.      Second phase is obviously understanding who is your customers and whether there is common pattern.    Interpret your customers in to some common measurable items called Segments.    

Creating a customer satisfaction gathering mechanism and create relevant questions to ask to your customers. 

Get the feebback system rolled and get the customer opinion about your products and services.    Only point you have to make sure that, your feedback system should be multi channel, and grab information from different customer touch points.

Analyze the outcome deeply and take actions to make more happy customers and delight them continuously, and  convert all customers in to your brand ambassadors. 

image courtesy -http://www.cngltd.co.uk/

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