Good customer service and customer satisfaction is the backbone of any successful business. If an organization monitors and measure customer service factors and customer satisfaction rate, it is easier to make the right decisions.

Some of the factors that affect customer satisfaction are delays in delivery, late response time, the nature of complaints, and many more. To improve customer relationships, an organization must understand its customer's behavior for different market segments, client profiles, products, and services.



According to Super Office, a Customer Relationship Software (CRM) is the biggest software market globally, and it is expected to reach more than $80 billion in revenue by 2025. In Europe, only 34% of businesses use mobile CRM, Super Office reported.

As per the reports stated by Kenneth Research, North America is the leading region in the global embedded Business Intelligence (BI) software market due to the rising implementation and demand for BI analytics tools among the big organization.

CRM and BI help businesses by informing about customer relationships using comprehensive data. Here are some steps to ensuring a smart integration of your BI and CRM platforms and how to capitalize on the deep data synergy this combination produces for your business.

How You Can Integrate CRM and BI To Maximize Growth?
Understand CRM Tools
Understand Your Customers
Plan Accurately
Choose the Right BI Tool
Make Some Difficult Choices
Become Data Scientists
Streamline Customer Targeting
Be Smart
Understand CRM Tools
As a business owner, you can't use a BI tool to get customer data if you don't have an accurate picture of your strategies and how you can work on the customer support representative side.

You should ask yourself - are your employees using the right CRM tools? Do higher value customers get a distinct experience? Is your customer support team adequately staffed? Knowing the answers to these questions will give you a better understanding of the customer experience before layering BI on top.

Understand Your Customers
BI tools work best when you have a deep understanding of your customers. Nowadays, the Millennial generation offers businesses a wealth of personal information, much of it publicly on social media platforms.

Most business owners in the USA, Europe, and the UK use Social CRM Strategy to find out what they know and what they don't know about their customer base.

Plan Accurately
Before you jump into a BI solution, you need to plan how it fits in all your company's infrastructure and services. Anna Convery, Chief Marketing Officer and Executive Vice President of Strategy for Desktop Automation at OpenSpan said, "having the right data is important but knowing how your organization intends to use this data to enhance the customer experience is critical."

Choose the Right BI Tool
When choosing the right BI tool for your business, make sure it integrates with your existing CRM software through a front-facing integration or an application programming interface (API).

Make Some Difficult Choices
When your BI tool starts processing live CRM data about how your business works and interacts with customers, it will be time to make some difficult choices. A BI tool identifies every customer interaction's strengths and weaknesses and graphically displays both in a chart or report.

It can be reallocating resources, reorganizing workflows, or completely overhauling a process or customer interaction procedure.

Become Data Scientists
With every customer interaction and business transaction now notified by Big Data and understood through your BI tool, it's time to try and test. You need to try minor or significant alterations to your customer engagements and track the results on customer satisfaction, productivity, profits, and other viable metrics.

The same idea fits when pushing out a new product or service: assess its progress and profitability with BI data at each stage.

Streamline Customer Targeting
Using BI tool and CRM software together will offer a much richer profile of every customer – from what platforms they are engaged within combination with your product to whether they prefer online or in-store interactions. These customer insights you must use to reorganize and segment your customer base.

The more well-defined categories and sections you draw, the more effectively its marketing and sales staff can craft an effective strategy to convert, maintain, and monetize customer relationships.

Be Smart
Giving your employees access to BI analytics encourages more personal transactions. Real-time BI data can be attached to signals to enhance CRM response time.

Suppose a business has planned out its CRM/BI integration and gone about the transition with a clear plan in mind. In that case, the overall customer experience results and, ultimately, on an enterprise's bottom line can be dramatic and long-lasting.

Final Words

Understanding customers' behavior is an ongoing process for businesses as it helps to work on the areas that need improvements. However, many organizations find it difficult to leverage the benefits of data due to information gathering at disparate locations.

This is where a mix of CRM and BI can bring extraordinary results.

Quytech is a leading Custom CRM development services provider that works closely with its clientele to render CRM and BI solutions. Connect with us to make more intelligent decisions that will propel your organizational growth.

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