Analytics are another tool the company can use if they are using efficient CRM software to aggregate the data generated across and between departments and the customer. Although analytics can be intimidating, by analyzing it in a step by step manner (see the Learning Activity tutorial), it becomes more enlightening and easier to understand.
The customer service manager has asked you to see if you can analyze the data and get back to him tomorrow as to how you might address the situation.
These are the analytics provided to the Customer Service Representatives (CSRs) of a global department store. The company ran a website survey on Monday night through Wednesday. After customers took the survey, they were entitled to a discount coupon on handbags downloadable from the company website.
· Based on these analytics in chart 1 as displayed in thousands, what tools were predominantly used by customers to spread the word each day?
· What would this tell the customer service department as to the best means of getting out the word on promotions for this company and why?
· Why did sales not increase until later based on charts 1 and 2?
· How did the situation impact delivery each day? Why did this happen?
· How can the company use the feedback loop of customer service to address this situation?
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