In Pursuit of Customer Relationship Insight
As those with significant others can attest, and those in the customer service business know, relationships are never mastered – they’re constantly changing, growing and evolving over time. This week, we are thrilled to announce a CODiE Award win for Best Relationship Management Solution – our third CODiE in four years – by the Software & Information Industry Association (SIIA). The peer-reviewed recognition is very meaningful for Coveo. We’re always thinking about how knowledge and information can be used to improve our client’s customer relationships – identifying customer needs, evaluating areas for improvement and responding in real-time with all of the contextually-relevant information necessary to best meet that customer’s needs at that moment in time.
Want a bit of free relationship advice? Key to many relationships is, first, the ability to listen. Next is to respond to the other party’s needs. The final is to act to improve the relationship. And then the cycle begins, all over again, in a never-ending dance. Translated to our B2B context, this is your customer engagement strategy.
But you can’t even start if you’re not getting a complete picture. How can you listen if you don’t understand the context? Many businesses struggle with trying to gather all the relevant information from various sources, places and data types, whether in their core enterprise systems, via social channels or in the cloud. If this is a challenge with your organization, you’re not alone. In a recent Argyle Forum survey, 42 percent of respondents estimated that their companies have visibility into less than a quarter of information across all interaction channels, including social streams.
So what do you do? The first step is to break down information silos and enable your organization to access knowledge across all relevant customer channels. Invest in technologies that allow you to access information regardless of format by instantly assembling and enriching data to make it consumable.
We’re proud to be named an innovator in relationship management solutions today. But, like anyone, we view relationships as long-term processes. If you’re looking at improving your customer engagement through actionable insight, don’t wait. Your current and future customers depend on it.