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The beating heart of our CDP is the extensive base of contacts that you can perform many distinct actions on – after all, what’s the point of advanced marketing solutions if you don’t have a way to effectively analyze your contacts base in preparation to subject them to specific campaigns? For this reason, we’ve streamlined the CRM part of our system so that it includes all the contact information necessary for advanced campaign analytics, with all the contacts information right at your fingertips.

The CRM Analytics Dashboard allows you to investigate the growth and health of your customer base and their activity over time, which tells you exactly which of your contacts remain active and which haven’t been active for a while. With it, you can clearly see the purchasing activity of your contacts, specific funnels they’ve been assigned to, and went through, and keep up with customers that have lapsed in their activity to plan special campaigns, and by using the eCommerce Funnel, you’ll be able to view the current transactional activity of your contacts and assess their sales potential. The Dashboard will display to you the most important segments of your userbase, the most numerous ones, the most active ones, the ones converting the leads most effectively, the kind that you should focus on while they’re showing great interest and activity.

You can also take a far-out view of your database and see how your metrics changed over time as a result of your past and ongoing campaigns. This allows you to run more tests and establish which actions, performed on which segments of your user base, and at what time, were the most effective.

In the new CRM Dashboard, you’ll be able to:

Analyze the growth, health, and engagement of your contacts’ database in the transparent CRM Dashboard
Use eCommerce Funnel chart to display the current transactional activity of your contacts and evaluate your sales potential
Access the information on the customer segmentation based on the time since their last purchase  to track the number of active, expiring, old or inactive customers and the change of their quantities in time
Display the list of the most numerous customer segments in your database
Oversee the progress of leads transferred between different stages of your sales funnels
Use a quick view of your hottest and newest contacts to check easily who you should contact in the first place.
Compare how your contacts database changes in a specific time and analyze how you can improve your lead generation strategy.

How to start using the CRM Dashboard

This feature has been implemented as a core part of the CRM section of our system, meaning it is now available for all users of our system whenever you enter the CRM tab. It contains predefined charts containing a wide range of important values pertaining to your contacts base, which you can customize by specifying dates to see a wide picture of your campaigns or to focus on a short period of time to see exactly what happened there.

These charts are intuitive and flexible, providing you with a wealth of information to review before you have to run advanced analysis to get detailed reports. They provide a great place to start and will immediately alert you both to the presence of potentially problematic spots or gaps in the activity of your contacts, as well as to moments of greatest campaigns’ effectiveness.

marketing automation

marketing automation

Businesses thrive on customer insights. Our customers are our best resources for helping understand the experience we’re offering, in turn, illustrating what we can do better and how we can gain a competitive edge in our industry. Their insights also help us hone in on exactly what leads are looking for, producing lots of useful…
The post 7 Different Ways You Can Use Customer Surveys appeared first on Benchmarkemail.

Do you want happy customers? 
Of course, you do. No business wants unhappy customers. But how do you know they’re happy? Repeat business isn’t necessarily a sign of happiness, as proved by the concept of customers as hostages (when customers don’t want to buy from you, but feel like they don’t have a choice.) 
Is it, in fact, even possible to measure happiness? 
Every year the United Nations publishes its World Happiness Report, ranking the planet’s countries in order of the happiness of its citizens. (The happiest nation is Finland, for the fourth year running.) 
Sounds like a tough gig, but the metrics used by the UN are actually easy to understand and clearly relate to how happy people are: life expectancy, corruption, levels of anti-depressant use, and so on. 
So what if we could do something similar with our customers, and create a marketing equivalent of the World Happiness Report to find out how happy they are with our services?
1. Stop measuring the wrong things
This would be distinct from, and hopefully more useful than, the traditional indicators of success. Metrics such as how many users visit your site, the conversion rate, and the basket size are important but they’re missing something.
They can’t tell you how the customer is feeling. Because they’re all about your business, not the customer. 
Instead, we need to think about engagement and satisfaction. Both are much talked about and sought after but rarely measured properly or even understood that well. Even when a brand has an active social media presence, making it easier to judge how engaged your audience is, marketers sometimes miss the point. 
2. Engagement is about more than numbers
It’s often assumed that a high number of followers automatically means you’re doing something right and, while that’s not untrue, it doesn’t mean you’re engaging people. Or that they’re satisfied. 
You might have 500,000 followers but if most of them aren’t liking, sharing or commenting then they’re not engaged. Conversely, if you have 50,000 followers and half of them are engaging, they’re worth more. If they are engaged, chances are there is at least some interest in what you do, which is half the battle won.
There is the question of assessing the sentiments behind engagement. Assessing if people are happy has a problem because people are more likely to express a negative sentiment than a positive one, so negativity tends to be over-represented. 
Complaining about a bad experience seems easier than being complimentary about a good one. Complaining is an expression of frustration and a means of retaliating. But being nice? There’s not much in it for the customer. 
3. Just ask what they’re thinking
The best way of encouraging positive feedback is to just ask for it – or rather, ask for feedback. People need prompting to make the effort but it doesn’t need to be complicated – long surveys are arduous and boring for the customer – so keep it to something simple, like a post-purchase SMS. 
And while the Net Promoter Score (NPS) is used everywhere, in an age when how people interact with and recommend brand has changed significantly since its inception in 2013, perhaps its days are numbered. Better to use questions that are specifically tailored to your business and customers, and less open to interpretation than NPS’s scale of 1-10. 
Using a Customer Satisfaction Score (CSAT) is common practice, but its success is not just about finding out what a customer thinks. It’s about taking action if things aren’t right.  
4. When things go wrong, fix them
If there’s something wrong, follow it up. “How did we do today” messages are ubiquitous but they’re worthless if the responses are not followed up. Learning what a brand is doing wrong is as important as understanding what it’s doing right. 
What makes someone happy is often perceived as being subjective, and therefore difficult to measure. But when it comes to customer experience, it’s not hard to work out what makes people happy. 
Good service, complaint resolution, solving problems – they’re all a lot simpler to quantify than levels of corruption in society and anti-depressant use. If it’s possible to figure which is the happiest country on Earth, it’s possible to work out if your customers are happy.
The post Customer Happiness | 4 Tips to Measure What Truly Matters appeared first on Marketo Marketing Blog – Best Practices and Thought Leadership.

Do you want happy customers? 
Of course, you do. No business wants unhappy customers. But how do you know they’re happy? Repeat business isn’t necessarily a sign of happiness, as proved by the concept of customers as hostages (when customers don’t want to buy from you, but feel like they don’t have a choice.) 
Is it, in fact, even possible to measure happiness? 
Every year the United Nations publishes its World Happiness Report, ranking the planet’s countries in order of the happiness of its citizens. (The happiest nation is Finland, for the fourth year running.) 
Sounds like a tough gig, but the metrics used by the UN are actually easy to understand and clearly relate to how happy people are: life expectancy, corruption, levels of anti-depressant use, and so on. 
So what if we could do something similar with our customers, and create a marketing equivalent of the World Happiness Report to find out how happy they are with our services?
1. Stop measuring the wrong things
This would be distinct from, and hopefully more useful than, the traditional indicators of success. Metrics such as how many users visit your site, the conversion rate, and the basket size are important but they’re missing something.
They can’t tell you how the customer is feeling. Because they’re all about your business, not the customer. 
Instead, we need to think about engagement and satisfaction. Both are much talked about and sought after but rarely measured properly or even understood that well. Even when a brand has an active social media presence, making it easier to judge how engaged your audience is, marketers sometimes miss the point. 
2. Engagement is about more than numbers
It’s often assumed that a high number of followers automatically means you’re doing something right and, while that’s not untrue, it doesn’t mean you’re engaging people. Or that they’re satisfied. 
You might have 500,000 followers but if most of them aren’t liking, sharing or commenting then they’re not engaged. Conversely, if you have 50,000 followers and half of them are engaging, they’re worth more. If they are engaged, chances are there is at least some interest in what you do, which is half the battle won.
There is the question of assessing the sentiments behind engagement. Assessing if people are happy has a problem because people are more likely to express a negative sentiment than a positive one, so negativity tends to be over-represented. 
Complaining about a bad experience seems easier than being complimentary about a good one. Complaining is an expression of frustration and a means of retaliating. But being nice? There’s not much in it for the customer. 
3. Just ask what they’re thinking
The best way of encouraging positive feedback is to just ask for it – or rather, ask for feedback. People need prompting to make the effort but it doesn’t need to be complicated – long surveys are arduous and boring for the customer – so keep it to something simple, like a post-purchase SMS. 
And while the Net Promoter Score (NPS) is used everywhere, in an age when how people interact with and recommend brand has changed significantly since its inception in 2013, perhaps its days are numbered. Better to use questions that are specifically tailored to your business and customers, and less open to interpretation than NPS’s scale of 1-10. 
Using a Customer Satisfaction Score (CSAT) is common practice, but its success is not just about finding out what a customer thinks. It’s about taking action if things aren’t right.  
4. When things go wrong, fix them
If there’s something wrong, follow it up. “How did we do today” messages are ubiquitous but they’re worthless if the responses are not followed up. Learning what a brand is doing wrong is as important as understanding what it’s doing right. 
What makes someone happy is often perceived as being subjective, and therefore difficult to measure. But when it comes to customer experience, it’s not hard to work out what makes people happy. 
Good service, complaint resolution, solving problems – they’re all a lot simpler to quantify than levels of corruption in society and anti-depressant use. If it’s possible to figure which is the happiest country on Earth, it’s possible to work out if your customers are happy.
The post Customer Happiness | 4 Tips to Measure What Truly Matters appeared first on Marketo Marketing Blog – Best Practices and Thought Leadership.

Do you want happy customers? 
Of course, you do. No business wants unhappy customers. But how do you know they’re happy? Repeat business isn’t necessarily a sign of happiness, as proved by the concept of customers as hostages (when customers don’t want to buy from you, but feel like they don’t have a choice.) 
Is it, in fact, even possible to measure happiness? 
Every year the United Nations publishes its World Happiness Report, ranking the planet’s countries in order of the happiness of its citizens. (The happiest nation is Finland, for the fourth year running.) 
Sounds like a tough gig, but the metrics used by the UN are actually easy to understand and clearly relate to how happy people are: life expectancy, corruption, levels of anti-depressant use, and so on. 
So what if we could do something similar with our customers, and create a marketing equivalent of the World Happiness Report to find out how happy they are with our services?
1. Stop measuring the wrong things
This would be distinct from, and hopefully more useful than, the traditional indicators of success. Metrics such as how many users visit your site, the conversion rate, and the basket size are important but they’re missing something.
They can’t tell you how the customer is feeling. Because they’re all about your business, not the customer. 
Instead, we need to think about engagement and satisfaction. Both are much talked about and sought after but rarely measured properly or even understood that well. Even when a brand has an active social media presence, making it easier to judge how engaged your audience is, marketers sometimes miss the point. 
2. Engagement is about more than numbers
It’s often assumed that a high number of followers automatically means you’re doing something right and, while that’s not untrue, it doesn’t mean you’re engaging people. Or that they’re satisfied. 
You might have 500,000 followers but if most of them aren’t liking, sharing or commenting then they’re not engaged. Conversely, if you have 50,000 followers and half of them are engaging, they’re worth more. If they are engaged, chances are there is at least some interest in what you do, which is half the battle won.
There is the question of assessing the sentiments behind engagement. Assessing if people are happy has a problem because people are more likely to express a negative sentiment than a positive one, so negativity tends to be over-represented. 
Complaining about a bad experience seems easier than being complimentary about a good one. Complaining is an expression of frustration and a means of retaliating. But being nice? There’s not much in it for the customer. 
3. Just ask what they’re thinking
The best way of encouraging positive feedback is to just ask for it – or rather, ask for feedback. People need prompting to make the effort but it doesn’t need to be complicated – long surveys are arduous and boring for the customer – so keep it to something simple, like a post-purchase SMS. 
And while the Net Promoter Score (NPS) is used everywhere, in an age when how people interact with and recommend brand has changed significantly since its inception in 2013, perhaps its days are numbered. Better to use questions that are specifically tailored to your business and customers, and less open to interpretation than NPS’s scale of 1-10. 
Using a Customer Satisfaction Score (CSAT) is common practice, but its success is not just about finding out what a customer thinks. It’s about taking action if things aren’t right.  
4. When things go wrong, fix them
If there’s something wrong, follow it up. “How did we do today” messages are ubiquitous but they’re worthless if the responses are not followed up. Learning what a brand is doing wrong is as important as understanding what it’s doing right. 
What makes someone happy is often perceived as being subjective, and therefore difficult to measure. But when it comes to customer experience, it’s not hard to work out what makes people happy. 
Good service, complaint resolution, solving problems – they’re all a lot simpler to quantify than levels of corruption in society and anti-depressant use. If it’s possible to figure which is the happiest country on Earth, it’s possible to work out if your customers are happy.
The post Customer Happiness | 4 Tips to Measure What Truly Matters appeared first on Marketo Marketing Blog – Best Practices and Thought Leadership.

Do you want happy customers? 
Of course, you do. No business wants unhappy customers. But how do you know they’re happy? Repeat business isn’t necessarily a sign of happiness, as proved by the concept of customers as hostages (when customers don’t want to buy from you, but feel like they don’t have a choice.) 
Is it, in fact, even possible to measure happiness? 
Every year the United Nations publishes its World Happiness Report, ranking the planet’s countries in order of the happiness of its citizens. (The happiest nation is Finland, for the fourth year running.) 
Sounds like a tough gig, but the metrics used by the UN are actually easy to understand and clearly relate to how happy people are: life expectancy, corruption, levels of anti-depressant use, and so on. 
So what if we could do something similar with our customers, and create a marketing equivalent of the World Happiness Report to find out how happy they are with our services?
1. Stop measuring the wrong things
This would be distinct from, and hopefully more useful than, the traditional indicators of success. Metrics such as how many users visit your site, the conversion rate, and the basket size are important but they’re missing something.
They can’t tell you how the customer is feeling. Because they’re all about your business, not the customer. 
Instead, we need to think about engagement and satisfaction. Both are much talked about and sought after but rarely measured properly or even understood that well. Even when a brand has an active social media presence, making it easier to judge how engaged your audience is, marketers sometimes miss the point. 
2. Engagement is about more than numbers
It’s often assumed that a high number of followers automatically means you’re doing something right and, while that’s not untrue, it doesn’t mean you’re engaging people. Or that they’re satisfied. 
You might have 500,000 followers but if most of them aren’t liking, sharing or commenting then they’re not engaged. Conversely, if you have 50,000 followers and half of them are engaging, they’re worth more. If they are engaged, chances are there is at least some interest in what you do, which is half the battle won.
There is the question of assessing the sentiments behind engagement. Assessing if people are happy has a problem because people are more likely to express a negative sentiment than a positive one, so negativity tends to be over-represented. 
Complaining about a bad experience seems easier than being complimentary about a good one. Complaining is an expression of frustration and a means of retaliating. But being nice? There’s not much in it for the customer. 
3. Just ask what they’re thinking
The best way of encouraging positive feedback is to just ask for it – or rather, ask for feedback. People need prompting to make the effort but it doesn’t need to be complicated – long surveys are arduous and boring for the customer – so keep it to something simple, like a post-purchase SMS. 
And while the Net Promoter Score (NPS) is used everywhere, in an age when how people interact with and recommend brand has changed significantly since its inception in 2013, perhaps its days are numbered. Better to use questions that are specifically tailored to your business and customers, and less open to interpretation than NPS’s scale of 1-10. 
Using a Customer Satisfaction Score (CSAT) is common practice, but its success is not just about finding out what a customer thinks. It’s about taking action if things aren’t right.  
4. When things go wrong, fix them
If there’s something wrong, follow it up. “How did we do today” messages are ubiquitous but they’re worthless if the responses are not followed up. Learning what a brand is doing wrong is as important as understanding what it’s doing right. 
What makes someone happy is often perceived as being subjective, and therefore difficult to measure. But when it comes to customer experience, it’s not hard to work out what makes people happy. 
Good service, complaint resolution, solving problems – they’re all a lot simpler to quantify than levels of corruption in society and anti-depressant use. If it’s possible to figure which is the happiest country on Earth, it’s possible to work out if your customers are happy.
The post Customer Happiness | 4 Tips to Measure What Truly Matters appeared first on Marketo Marketing Blog – Best Practices and Thought Leadership.

Do you want happy customers? 
Of course, you do. No business wants unhappy customers. But how do you know they’re happy? Repeat business isn’t necessarily a sign of happiness, as proved by the concept of customers as hostages (when customers don’t want to buy from you, but feel like they don’t have a choice.) 
Is it, in fact, even possible to measure happiness? 
Every year the United Nations publishes its World Happiness Report, ranking the planet’s countries in order of the happiness of its citizens. (The happiest nation is Finland, for the fourth year running.) 
Sounds like a tough gig, but the metrics used by the UN are actually easy to understand and clearly relate to how happy people are: life expectancy, corruption, levels of anti-depressant use, and so on. 
So what if we could do something similar with our customers, and create a marketing equivalent of the World Happiness Report to find out how happy they are with our services?
1. Stop measuring the wrong things
This would be distinct from, and hopefully more useful than, the traditional indicators of success. Metrics such as how many users visit your site, the conversion rate, and the basket size are important but they’re missing something.
They can’t tell you how the customer is feeling. Because they’re all about your business, not the customer. 
Instead, we need to think about engagement and satisfaction. Both are much talked about and sought after but rarely measured properly or even understood that well. Even when a brand has an active social media presence, making it easier to judge how engaged your audience is, marketers sometimes miss the point. 
2. Engagement is about more than numbers
It’s often assumed that a high number of followers automatically means you’re doing something right and, while that’s not untrue, it doesn’t mean you’re engaging people. Or that they’re satisfied. 
You might have 500,000 followers but if most of them aren’t liking, sharing or commenting then they’re not engaged. Conversely, if you have 50,000 followers and half of them are engaging, they’re worth more. If they are engaged, chances are there is at least some interest in what you do, which is half the battle won.
There is the question of assessing the sentiments behind engagement. Assessing if people are happy has a problem because people are more likely to express a negative sentiment than a positive one, so negativity tends to be over-represented. 
Complaining about a bad experience seems easier than being complimentary about a good one. Complaining is an expression of frustration and a means of retaliating. But being nice? There’s not much in it for the customer. 
3. Just ask what they’re thinking
The best way of encouraging positive feedback is to just ask for it – or rather, ask for feedback. People need prompting to make the effort but it doesn’t need to be complicated – long surveys are arduous and boring for the customer – so keep it to something simple, like a post-purchase SMS. 
And while the Net Promoter Score (NPS) is used everywhere, in an age when how people interact with and recommend brand has changed significantly since its inception in 2013, perhaps its days are numbered. Better to use questions that are specifically tailored to your business and customers, and less open to interpretation than NPS’s scale of 1-10. 
Using a Customer Satisfaction Score (CSAT) is common practice, but its success is not just about finding out what a customer thinks. It’s about taking action if things aren’t right.  
4. When things go wrong, fix them
If there’s something wrong, follow it up. “How did we do today” messages are ubiquitous but they’re worthless if the responses are not followed up. Learning what a brand is doing wrong is as important as understanding what it’s doing right. 
What makes someone happy is often perceived as being subjective, and therefore difficult to measure. But when it comes to customer experience, it’s not hard to work out what makes people happy. 
Good service, complaint resolution, solving problems – they’re all a lot simpler to quantify than levels of corruption in society and anti-depressant use. If it’s possible to figure which is the happiest country on Earth, it’s possible to work out if your customers are happy.
The post Customer Happiness | 4 Tips to Measure What Truly Matters appeared first on Marketo Marketing Blog – Best Practices and Thought Leadership.