Customer Data Focus Means Sales Growth

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'Tis the Season (for P#ss@d Off Customers)

'Tis the season to over-service your customers and quickly make it right when you drop the ball.

At this time, more than any other, the customer is king.


Right now on IT Business Edge, you'll find guidance on how to build customer loyalty through different types of email campaigns centered around thanking your customers, how to prepare your servers for Cyber Monday to maximize revenue, and how to best care for your customers through social media.


Urgent requests for support on these efforts are likely to be coming in from multiple departments, and if they're executed correctly, could create some flashy results. Writing on, author and Chief Executive of HeadCount Corporation Mark Ryski is addressing the bottom line: "sales are a function of three variables: store traffic volume, conversion rate (i.e. percentage of visitors who purchase), and average ticket." He's focused on retailers and their preparation, or lack thereof, for a strong Black Friday, but year-end goals, retail or not, won't be met without the right data.


Two excerpts available in the IT Downloads library are good starting points or refreshers for tight management of the customer metrics needed to support sales growth. From " for Dummies," the "Managing Your Customer Service Solution" chapter is focused on how to


  • customize cases
  • use case queues and assignment rules
  • build a knowledge base
  • automate support processes
  • improve team productivity


And the "Applying Behavioral Analytics to Real Business Challenges" chapter from "Behavioral Analytics for Dummies" gets right to the heart of taking customer data and using it correctly to boost sales. That effort may include online marketing, better monetizing of visitors, or growing B2B sales. Time to get busy and get selling.

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