Measure customer loyalty and satisfaction, and improve the accuracy of measures
Having tools and platforms that can measure customer engagement (attachment, interest, and concern) will allow you to determine whether your marketing and sales activities based on customer analysis are providing value to customers and help you improve your marketing activities.
Through interviews, but one-on-one communication can make number checker indonesia it difficult for people to speak their true feelings. Surveys using management tools can reduce this psychological burden and more reliably capture customer feedback. In B2B marketing in particular, this leads to the discovery of highly satisfied existing customers, which improves the accuracy of selecting customers to approach for upselling and cross-selling.
Another key point about engagement is to understand satisfaction and loyalty separately. Customer satisfaction (CSAT) is the degree of "satisfaction" with a purchased product. In contrast, customer loyalty ( NPS ) refers to the attachment or attachment to a product, and is not necessarily proportional to one-off satisfaction. Even if you are satisfied to a certain extent with a product, that doesn't necessarily mean you will buy another product from the same company or brand. In other words, to get customers to return, it is necessary to improve loyalty in parallel with satisfaction.
Surveys and other methods are often used to understand loyalty, but by linking with a CRM that manages customer information, it is possible to obtain even more information.