The use and benefits of CRM within each department of the company

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This type of research must be based on data and user stories : Analytical research is based on data. The different sources of data can give us a lot of information: from the monthly number of inquiries to request a quote to the distribution of calls you receive at each stage of the purchasing process. Online website analytics provide you with data such as: where do the users come from? What are they looking for? For example, if you notice a high percentage of exits on a certain page, it means that many people leave their journey at a specific point on your website. Now you know that you have to change the page to improve the user experience. Anecdotal evidence is a great way to supplement your analytical data. After all, it's easy to misunderstand analytics. For example, if there are a lot of clicks within your website, it may mean that visitors are interested in your company, or that they feel lost and confused.

Support your data with real interactions with customers and monitor what is said on social networks about your business. The members of your company who have direct and daily contact with your customers will surely have a clearer understanding of what your customers' needs are. Talk to your sales and customer service heroes! It includes data from online and offline research, in addition to the two types of research to achieve a quality customer Phone Number List journey map. It has to highlight the needs, questions and feelings of users throughout their interaction with your organization. Do you have many different clients? Focus your attention on a primary audience and start with a detailed customer journey map.



Customer journey step Define the phases of customer behavior What are the behavioral phases your customers go through when they get to know your brand? Some of the most common phases are the following: Discovery: the first encounter your potential customer has with your brand Research and comparison: potential customers begin to learn about your product or service, and compare it with the competition or other alternatives Choice: Leads test your product or service with a demo or trial Buy: Customers buy your product or service Recommendation: if your client is happy, they will recommend you to their acquaintances Of course, these are just a few examples of behavior phases. You will always need to do some research to find out which phases of behavior apply to your business.