Customer Journey Analytics is a process of analyzing the behavior of the customers and understanding how it affects the business outcomes. In today’s world, customers communicate with companies with many channels daily. Single touchpoint analytics may not give a full picture of customer behavior completely. To understand and get proper benefit detailed analytics of whole customer journey.
Always analyzing multiple touchpoints across different channels helps to get better data. This will help us to improve the customer experience (CX) with more accurate insights. Gathering information about customers from a single source will give a picture of the customer behavior in that platform as a result a bigger portion is missed out. For successful customer journey management, Customer Journey analytics is an essential component.
Efficient management of the journey starts from aggregating customer data from different sources and at different times. As a result, we get customer journey data based on many time series. This helps in real-time modeling and analysis and also in arranging actions to improve the journey. The Customer Journey Analytics service is built to combine all the data collected from different channels into a single interface for real-time multi-channel analysis. Customer Journey Analytics helps to make better decisions for your business and under the customers based on customer behavior.
Customer Journey Analytics is considered as the single most productive way to improve the lifetime value of customers, revenue, and even customer loyalty.
Why Customer Journey Analytics?
To make the company more customer-centric it’s very important to understand the customer journey. It helps to evaluate closely the activities and engagement of the customer. The customer journey doesn’t end after the purchase, Customer Journey Analytics go past the purchase and monitor and analyze the customer behavior. The data collected helps companies to understand the customer journey that has a great impact on achieving the business goal. And helps to make data-driven decisions.
Benefits of Customer Journey Analytics.
Customer Journey Analytics helps to get answers to the below questions
- What is the best time to engage with a customer?
- Through which channel its best to engage with customers.
- Which type of customers are more likely to engage with
- Which touchpoint or engagement will result in a purchase
- Which touchpoint or engagement is visited more often by customers
Getting answers to these questions will help companies to make better data-driven decisions which in turn directly influence getting long-term customers.
Best practices for Customer Journey Analytics
Some of the best practices which help to get better results from Customer Journey Analytics are :
Always begin with a journey map: It is important to know from where we collect data. Every touchpoint and engagement with customers will influence the decisions made.
Understand the Customer: Customer Journey Analytics combines both quantitative data and qualitative data. So both kinds of data should be collected and analyzed for better results.
Create personalized experiences at scale: The real power of customer Journey Analytics is the ability to make a one to one relationship with customers
Customer Journey Analytics provides a company with all real-time data about the customer. To maintain organizational alignment, sharing results and collaborating on a journey-based approach is essential, which will improve the customer experience.
Are you looking for a customized Salesforce solution to get clear and easy insight into your customer journey? Please feel free to take a consultation call with the Salesforce experts of CloudVandana to get the best solution for your organization.
Atul Gupta is CloudVandana’s founder, an 8X Salesforce Certified, working with globally situated businesses in creating Custom Salesforce Solutions.
A strong, dynamic, and accomplished leader, as Director at Atul Gupta, guides all the aspects of CloudVandana Salesforce Implementation Team, Analytics, and Information Technology functions.