| | | | |
How to Use Big Data to Stop Customer Churn
While still in its infancy, Big Data helps companies on the cutting edge of customer experience figure out why some customers leave and how to stop others before they do.
| | | |
Share this CRMAdvocate Story
| | |
 | |
 | |
|
|
Your customer service representative answers a call from an irate customer. "This darn thing I bought just doesn't work!" he exclaims. "I've tried and tried to get help from your service folks, but they're always late and they can't fix it either. I've had it with you guys. I want my money back!"
There's silence as your rep calmly listens to this obviously unhappy customer—and pulls up a raft of information about him, ranging from a few years' worth of transaction data (from the data warehouse) and service call information (from the service department databases) to call history (from the CRM system) and what he's said about your company on Twitter, Facebook and the blogosphere. There may also be a stream from previous online chats or, thanks to cookies, a list of where he's been when searching your website.
Case Study: How Assurant Solutions Used Analytics to Save Customers From Call Center Hell
All this information is compiled so the rep can see, through a visualization tool, that this is actually a good customer who's just having a bad day: He hasn't been troublesome in the past, he frequently Tweets and therefore has a high Klout score (which makes him a social media influencer, presumably with lots of followers), he gave you a Facebook "like" and he spends a fair amount of money with you.
Read the entire CIO Magazine article
| |
|
|
