Innovative Sales professionals are moving away from simply pushing products, and looking more to servicing the end-to-end customer lifecycle; focusing on customer retention, customer satisfaction and customer loyalty to drive more value. The challenge sales teams face however is access to a single view of a customer’s behaviour, required to gain the context and insight required to have relevant conversations with a potential customer from the off. Here’s how ONE helps Sales troops.
The Next Best Customer Conversation
Imagine the impact you would have if every time you spoke to a customer you added extra value, simply by understanding their needs at any given moment, just consider what kind of return you’d get from that conversation.
This is where ONE can help. By combining CRM system data with other omni-channel interaction data to identify customers and recommend actions to better meet their needs. Based on this combined insight, ONE serves sales agents with scripts or prompts to drive more relevant conversations with a customer.
ONE & CRM – the best of friends
ONE adds customer engagement skills to CRM systems including Microsoft Dynamics CRM, SAP and Salesforce by feeding it customer journey insight. ONE uses it’s listening and context capability to create CRM transactions, such as leads, that enhance the customer profile in a CRM system. ONE benefits because it builds data from CRM systems into the context upon which optimisation or personalisation of customer conversations will happen.
Understand actual customer journeys in real-time
As ONE listens to customer interactions on all touchpoints, you gain a journey-based view of how customers interact with your brand. This journey visualisation is made available so any customer-facing member of staff, providing real-time insight into customer behaviour, giving better context at any point along the customer journey. Ultimately this will help them effectively and quickly respond to a customer need.
Sales lead and support case creation
ONE also uses insight to create or update entities in CRM to support a wide range of use cases; updating of contact information and creation of customer support cases and will be used to create sales leads that then can be treated through marketing automation systems.