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متابعة

What are the data sources being used by companies to better understand and manage the customer experience?

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تم إضافة السؤال من قبل Heavenly J John , National Head - Aftersales for Ford , Saud Bahwan Group
تاريخ النشر: 2016/10/24
Heavenly J John
من قبل Heavenly J John , National Head - Aftersales for Ford , Saud Bahwan Group

Shall we consider the following:

1) Customer databases,

2) Digital channels (website, mobile, apps, review sites, etc.),

3) Customer relationship management (CRM) systems,

4) Point-of-sale systems, and

5) Social media sites.

Juhi Dubey
من قبل Juhi Dubey , Freelance Photographer , Freelance

In order to better understand and manage the customer experience, Predictive Analytics is the best answer to collate and use the data. Data is purely based on facts collected and never on guesswork. It can be collected by means of Real-time Feedback and surveys, Voice Of Customers (VOC's) and by tracking online customer information.

Mohammed Asim Nehal
من قبل Mohammed Asim Nehal , M Asim Nehal & Co , Chartered Accountants

Customer feed back forms, recordings from the customer service department, Survey reports, General response by the customers are some of the available resources. 

Omar Saad Ibrahem Alhamadani
من قبل Omar Saad Ibrahem Alhamadani , Snr. HR & Finance Officer , Sarri Zawetta Company

Thanks

Nothing to add after Mrs. Juhi answers .

Regards

 

Vaiyapuri Gopalakrishnan
من قبل Vaiyapuri Gopalakrishnan , Manager - After Sales , M/s Saud Bahwan Automotive llc

Thanks for your invitation, Agree on experts answers.

Tamer Marshoud
من قبل Tamer Marshoud , Director Business Excellence , The Heart Of Europe

Thanks for sending me the invitation. You can benefit from the CSAT and VOC surveys to capture your customers feedback.

Hanan Youssef
من قبل Hanan Youssef , Head of Quality and Customer Care , SAICO

1-Complaints 

2-Direct /Indirect Feedback 

3-Surveys

4-Social Media

 

 

 

Emmanuel Wamweta
من قبل Emmanuel Wamweta , production supervisor , Tembo Steel Rolling

I agree with Mr. Heavenly's excellent submission. Thanx for the invitation

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