Customer knowledge refers to understanding your customers, their needs, wants and aims is essential if a business is to align its processes, products and services to build real customer relationships.
Many companies do have knowledge of their customers, but frequently this is in a fragmented form and difficult to share or analyse and often it is incomplete.
Customer knowledge is becoming a big topic. One recent study of business failures concluded that often failure can be put down to complacency creating a gap between what you think customers want and will put up with, compared to what customers really want and will go to your competitors for.
By integrating with external data vendors our systems can provide you with additional information on potential customers. For example by combining Reverse phone search functionality, geo-coding and demographics data the automated phone system could:
- Lookup caller’s address
- Based on ZIP code assign that lead to nearest location
- Perform lead scoring based on demographic information (for example median income).
Additional knowledge of your existing customers can be obtained and used to trigger follow up activities! For example you can learn about:
- Length of residence
- Value of the property
- Ethnicity
- Marital status
