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27 & 28 MARCH 2019

ExCeL LONDON

Can Data Mining Strengthen Your Customer Relationship Management System?

data mining

 

Customer Relationship Management encompasses three important factors; technology, process and strategy. Companies use this to collect a more detailed analysis of customer interactions from start to finish.

The technology does all the hard work for you. It records and analyses interactions between your customers and your business. The data collected from these interactions will inform you of the positives and negatives your customer experienced, and from this you can create the perfect the customer journey, resulting in a higher frequency of sales and revenue.

Whilst the technology can provide you with all the information you need, you still need to know what to do with it. If you don’t know how to use this data to its full advantage then you might as well throw your CRM system out the window. Your process will dictate your next steps towards improving your customer experience. Your strategy needs to include certain tasks which will determine whether your improved customer journey will be a success.

Though CRM systems can help you concentrate your attention on your customers, you should still always integrate data mining into your CRM software. Data mining can gather and process even more information you can use to improve the customer experience for existing and future clients.

Data mining will also ease the process of contacting customers, clients, suppliers, and employees when using CRM. Through the usage of data mining, you are able to look into previous data based on your customers and combine it with your CRM processes to create a better customer experience outcome. From this, expect to see a higher retention of existing customers when CRM and data mining work together to create one ultimate powerhouse.

Again, you shouldn’t become too reliant on data mining and CRM systems. You have to figure out how to use this data and to respond to any flaws that crop up within your customer’s journey and their experience with your brand. Having all the data and mined data does not mean your sales will increase, or your customer retention will improve. Always remember; it’s not what you use, it how you use it!