Customer Relationship Management (CRM) Analytics
CRM refers to customer analytics strategies, techniques used by businesses to identify, acquire, nurture and retain the right customers. CRM techniques including understanding viable customer persona for the business, targeting the right customers, tracking and managing customer satisfaction knowing, proactively identify product or service opportunities with valuable customers and co-creating, closing the service loops and formulating relevant rewards systems.
Find out through quick questions /surveys how satisfied is your customer but, satisfaction doesn’t mean they will be loyal. You need to find out how willing are the customers to recommended your product/service as a measure of loyalty
Customer Satisfaction by Product Quality
Customer Satisfaction by Price
- Too Cheap
- Just Right
- Too Expensive
Customer Satisfaction by Services Level
- Very Satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very Dissatisfied
Net Promoter Score - On a Scale 0-10, How likely is it that you would recommend our service to a friend ?
- Promoters ( 9-10 )
- Passives ( 7-8 )
- Detractors ( 0-6 )
Example-Segmenting your customers for offers