Better understand your customer
We all like to provide exactly what customers want. Most small medium sized businesses make their advertising, marketing, and product purchasing decisions based on gut feelings after personal interactions with a few customers. In order to better provide what your customers want and to grow your business larger, you will need systems that collect and analyse feedbacks from a lot of customers. This enables you to make your decisions based on facts rather than gut feelings.
Would you like to setup systems to:
- Collect actionable customer feedbacks?
- Understand customer preferences?
- Discover cross-selling opportunities?
- Make decisions based on facts rather than gut feeling?
Case Study
The problem: An Asian pay television service provider in New Zealand was growing fast and the current system could not cope with the amount data stored and the complexity of subscriber service required. The directors had been making decisions based on feedbacks from a few subscribers. They have no visibility as to what sort of TV programmes most their subscribers will be interested in.
The solution: innovantage interviewed the directors and customer service staffs and then assessed the situation. A customer relationship management system was designed, implemented, and staff are trained to use the new system. The system includes a number of custom designed reports to answer specific management questions. For example, the system can now run a report on amount of subscriber by spoken language.
The effect: The directors are now enabled to make well informed decisions based on facts rather than gut feelings. For example, they can now purchase the correct amount of Chinese versus Korean programmes based on the actual percentage of subscriber speaking each language. This has helped them to grow from a small organisation to the most popular Asian media company in New Zealand.
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obligation free consultation and see how innovantage can help you understand your customers!