Learn the value of customer service data hidden away in your CRM system
The Great Digital Frontier has granted today's business leaders unparalleled insight into customer behaviors and preferences. Unfortunately, knowing how to use this data is just as important as having it all.
Lately the research firm Software Advice sat down with Zendesk Vice President JD Peterson to discuss strategies for tackling this mass of data. His company is one of the top customer service software developers in the U.S. This technology collects, filters and interprets data in real time.
"Years ago customer service was looked at more as cost of doing business and not a revenue generator and not connected to the rest of the business. But more and more people are realizing how valuable that customer asset really is and how can people leverage that information in sales and marketing, " Peterson said.
In this video report, he discuses metrics, ratios and methods for leveraging customer service data across the organization. Peterson also delves into how you can incorporate social media into your customer support data strategy and the importance of benchmarking performance against your peers.
Check out the entire report for the rest of his tips and strategies.