Six features critical to CRM data analysis

In today's economic environment, good customer service and http://www.aliyun.com/zixun/aggregation/11358.html "> Customer experience is critical." More and more enterprises to improve customer relationship through mining customer data to understand customer needs.

Today's CRM data analysis capabilities are not limited to customer mail, telephone and other data, but can identify customer purchase behavior, understand customer sentiment.

Next, here are six features that are critical to CRM

Meaningful insights and statements. Today, salespeople need to keep in close contact with their customers and need to know about their recent activities, especially what products they have purchased. Salespeople need easy access to this information to avoid missing important content.

The overall grasp of customer and demand. In some cases, the data can reveal the customer's needs and the next purchase plan. This is the excellence of CRM data analysis by combining external data, such as social media data, purchase history, product trends, and latest releases, with internal data to enhance insight. Maybe the customer is not aware of their needs and you have already predicted.

Integration with external data. The internet contains a lot of data. Customer information is on the Internet. You need to collect a wide range of information, such as customer response to the brand, stock trends and market forecasts, and combine it with internal CRM data to understand the customer's needs and what the customer's impressions of their products and competitor products are.

Forecast model. With the maturity of large data technology and analysis technology, the current system can predict the customers ' future demand according to the existing data. By forecasting models, salespeople can better understand customer needs. The predictive model of CRM can also be more in-depth understanding of products that fully meet customer needs. Predictive models are able to understand customer needs in advance.

Ubiquitous communication. In the era of Internet of things, there are many ways to communicate with customers. In the past, people used reports, emails, social media and forums, but to better understand the customer's point of interest, we need to master the customer's Internet behavior, such as what clicked on, what sites to browse, the length of time to visit the site and so on. This helps the sales team to get an insight into the customer's point of interest.

Instant reaction. Some web crawler tools can reveal the products that customers need, and other customers ' evaluation of the product from price to quality to customer service. Monitoring and responding to these information is critical. The CRM system should be able to combine the company website and the comment community to ensure a timely response to the relevant information. Customer feedback and emotions should be reflected in the system.

CRM will continue to improve with technology innovation. Large data and cloud computing have brought the gospel to sales and marketers. More data mining and data analysis techniques will be integrated to provide insight to the enterprise. As more and more systems move to the cloud and open up other online services and data, CRM gets more information and delivers more meaningful results.