How Enterprise Analytics Improve Customer Experience
Customers are the lifeblood of your company andthese days, they have high expectations. Whilethey don’t expect you to predict their futures, they do anticipate that you’llmeet them where they are, when they want. That means you need to create experiences that are timely, targeted, and tailored to their specific needs.
The problem is that those experiences aren’t being met. In fact, while 80% of CEOs believe they’re already delivering great customer experiences, only 8% of customers agree.
The good news? Businesses canconsistently exceed expectations by usingenterprise analytics to become data-drivenand create experiences that exceed expectations. It’s not a crystal ball, but it’s pretty darn close.
Enterprise analyticshas many names; you might know it as big data analytics or business analytics software. Whatever youcall it, enterprise analytics is a means of providing organizations with the ability to collect, analyze, and process analytical data in all or most functions of the business.
Businesses generate a vast amount of data every day. From their customers and employees, in various forms and from multiple sources. For any business, collecting and managing all that data from across several departments is a tremendous task.
Enterprise analyticshelp you understand everything you need to know about your business – your teams, your customers, your lines of business; how your bottom line is doing, how you’re projected to do in the new quarter, and trends for the year.
Simply put, it’s a way to get a complete picture of your entire organization. So, where does the customer experience come in?
Think of allthe ways customers interact with sales and service processes with so many touch points across the journey. Customers are looking for a seamless and consistent experience.
At the same time, businesses need a streamlined approach to capturing and analyzing data to understand their customer and their sales. An enterprise analytics strategy helps you streamline that process.
Companies aspire to use data efficiently, butoften can’t if they’re using standalone marketing, sales, and service solutions that aren’t connected to one another. Disparate systems mean data silos, and that has an impact on efficiency, sales, and morale across the entire business.
Sales managers: Without insight into the whole organization, sales leaders only get half the picture for how their efforts are impacting other areas, like delivery, adoption, profitability, and customer feedback.
Sales associate (teams): Without a 360-degree view of their customer, sales teamshave no context when interacting with a customer, which impacts the overall experience and could put a deal at risk.
Chief revenue officer: Disconnected solutions mean the CROis unable to compare historic revenue trends to the pipeline in the current and future quarters.
Sales and customer service requirea holistic approach to ensure representatives are set up for success and feel empowered. And these days, that looks like a single cloud solution that connects your people, data, and ideas from multiple sources.
Having a single system allows your teams to:
Customer experience belongs to more than justone department. If a company is so siloed that it distracts from the service that customers are receiving, more often than not, customers will take their business to a place where they feel valued and respected.
