Ungazisebenzisa Kanjani Izibalo Zohambo Lwamakhasimende Ukuze Usebenzise Imizamo Yakho Yokumakethwa Kwesidingo

Ungazisebenzisa Kanjani Izibalo Zohambo Lwamakhasimende Ukuze Usebenzise Imizamo Yakho Yokumakethwa Kwesidingo

Ukwandisa i- funa ukukhiqizwa imizamo yokumaketha ngempumelelo, udinga ukubonakala kuzo zonke izinyathelo zohambo lwamakhasimende akho kanye nezindlela zokulandelela nokuhlaziya idatha yabo ukuqonda ukuthi yini ebashukumisayo manje nasesikhathini esizayo. Ukwenza kanjani lokho? Ngenhlanhla, ama-analytics ohambo lwamakhasimende ahlinzeka ngemininingwane ebalulekile emaphethini wezivakashi zakho nokuziphatha kulo lonke uhambo lwabo lwamakhasimende. Le mininingwane ikuvumela ukuthi udale okwenziwayo kwamakhasimende okuthuthukisiwe okugqugquzela izivakashi ukuthi zifinyelele ekugcineni kohlelo lwakho lokuthengisa.

Yini ngempela i-analytics yohambo lwamakhasimende, futhi ungayisebenzisa kanjani ukwandisa amasu akho wokukhangisa wesizukulwane esiholayo? Ake sithole.

Kuyini Ukuhlaziywa Kohambo Lwamakhasimende?

Ama-analytics ohambo lwamakhasimende isicelo esihlaziya ngokusobala uhambo lwamakhasimende. Lolu hlelo lokusebenza lubandakanya ukulandelela nokuhlaziya indlela amakhasimende akho asebenzisa ngayo iziteshi ezahlukahlukene ukuxhumana nomkhiqizo wakho. Ihlaziya zonke iziteshi - ezisetshenziswa njengamanje nasesikhathini esizayo - amakhasimende akho azithinta ngqo.

Lezi ziteshi zingafaka:

  • Iziteshi ezinokuxhumana kwabantu, njengezikhungo zezingcingo
  • Iziteshi zokuxhumana ezimbili, njengokukhangisa okubonisa
  • Iziteshi ezizenzakalelayo ngokuphelele, njengamadivayisi eselula noma amawebhusayithi
  • Iziteshi ezisebenza ngabathile, njengezitolo ezizimele zokuthengisa
  • Iziteshi ezinikela ngosizo lwamakhasimende bukhoma, njengokuzulazula ngokuhlanganyela kwesayithi noma ingxoxo ebukhoma

Kungani Ngidinga Ukuhlaziywa Kohambo Lwamakhasimende?

Noma uhambo lwamakhasimende selukhule ngokuxaka, amakhasimende anamuhla alindele ukuthi ukusebenzisana kwebhizinisi lakho nomkhiqizo wakho - kuziteshi eziningi - kuhambisane nabaholi be-CX abanjengo-Amazon neGoogle. Uma uhambo lwamakhasimende akho lungahambisani nazo zonke izindlela ozohamba ngalo, bazokwaneliseka futhi badlulele ngokushesha esincintisana nabo. Ngakolunye uhlangothi, ucwaningo lukhombisa lokho okuhlangenwe nakho okuhle kwamakhasimende shayela ukukhula kwemali engenayo.

Ucwaningo lukhombisa nokuthi ukutshalwa kwezimali ekuphathweni kwempendulo yamakhasimende akwanele ukuthuthukisa amazinga akho e-CX. Lokhu kwehluleka kubangelwa iqiniso lokuthi impendulo ivame ukucelwa kuphela kumaphoyinti ohambweni. Ngeshwa, lokhu kusho ukuthi kuphela olunye uhambo lwamakhasimende olusetshenziswayo, olungamelela kahle okuhlangenwe nakho kwamakhasimende akho.

Le datha engaphelele inciphisa ikhono lakho lokuthola isithombe esiphelele kanye nokuqonda okunembile ekusebenzeni kwecebo lakho lokumaketha. Kubuye kukushiye kusimo esingesihle sokuthuthukisa okuhlangenwe nakho kwamakhasimende futhi okuhlanganisa okuhlangenwe nakho kwamakhasimende nemiphumela ephathekayo yebhizinisi.

Ama-analytics ohambo lwamakhasimende ibhuloho eliphakathi kokuziphatha kwamakhasimende akho kanye nemiphumela yebhizinisi lakho. Uhlelo lohlelo lwamakhasimende lokuhlaziya luvumela ibhizinisi lakho ukulandelela, ukukala nokwenza ngcono okuhlangenwe nakho kwamakhasimende kuma-touchpoints amaningi nezikhathi zesikhathi, okuhlanganisa lonke uhambo lwamakhasimende.

Ukusebenzisa ama-analytics ohambo lwamakhasimende kunika amandla abaholi bezentengiselwano zokufuna ukuphendula imibuzo eyinkimbinkimbi, efana nale:

  1. Yini ebangela ukuziphatha kwamakhasimende ethu?
  2. Yikuphi ukuxhumana okwedlule noma uhambo okwenziwe amakhasimende ethu okuwaholele lapha?
  3. Yiziphi izindlela amakhasimende ethu azithathayo ohambweni lwabo?
  4. Yimiphi imiphumela engenzeka kakhulu kumakhasimende noma ohambweni ngalunye?
  5. Ingabe lolu hambo nemiphumela kuzoba namthelela muni emiphumeleni yethu yebhizinisi?
  6. Yini imigomo yamakhasimende ethu?
  7. Ngabe imigomo yabo ihambisana kanjani nezinhloso zethu zebhizinisi?
  8. Silifaka kanjani inani lekhasimende ngalinye futhi sithuthukise ulwazi lwabo lwamakhasimende?

Ziyini Izinzuzo Zokuhlaziywa Kohambo Lwamakhasimende?

Ama-analytics ohambo lwamakhasimende ayisithako esibalulekile kuhlelo olusebenzayo lokuphathwa kohambo lwamakhasimende. Yisiqephu esihlaziya idatha ephelele futhi siveze ukuqonda okwenzekayo. Imininingwane etholwe kulolu hlobo lohlelo lokuphathwa kwamakhasimende ibalulekile kumakhasimende nakumabhizinisi ngokufanayo. Nakhu ukuthi kanjani.

  • Okuhlangenwe nakho Kwamakhasimende Kwenzelwe (CX) - Imininingwane etholwe ngokuhlaziywa okusebenzayo kohambo lwamakhasimende akho ikwenza ukwazi ukwengeza isinyathelo ngasinye sendlela yokuhlangenwe nakho okuphelele.
  • Imiphumela Yokulinganiswa Kokusebenza Eqhubekayo - Ngaphezu kwalokho, ama-analytics aqhubekayo akuvumela ukuthi ulinganise ngokuqhubekayo ukusebenza kwezinhlelo zokukhangisa ezifunwayo eziteshini eziningi futhi uchaze ama-KPI afanele ukukala uhambo ngalunye.
  • Ukuhlaziywa Kwedatha Kusuka Eziteshini Eziningi Nama-Timeframes - Uma ubheka ohambweni lwamakhasimende eziteshini eziningana nezikhathi ezibekiwe, amaphuzu obuhlungu angempela ayabonakala. Ukubona la maphuzu obuhlungu kukwenza ukwazi ukuthatha isenzo futhi kube nomthelela omuhle ohambweni lwamakhasimende akho.
  • Ngingakusebenzisa Kanjani Ukuhlaziya Uhambo Lwamakhasimende? - I-analytics yohambo lweKhasimende ivamise ukwenziwa ngcono ngabaholi ekusetshenzisweni kwamakhasimende, izibalo, ukumaketha kanye ne-CX. Laba baholi bamukela amapulatifomu wezibalo zohambo lwamakhasimende ukwenza ngcono amasu abo wokumaketha okukhiqiza kanye namandla wokulinganisa ukusebenza.

La maqembu athuthukisa ama-analytics ohambo lwamakhasimende kuya:

  • Idatha yohambo lwamakhasimende
  • Xazulula ubunikazi bamakhasimende beziteshi eziningi
  • Hlaziya ukuxhumana okungenakubalwa ohambweni oluningi olunqamula isiteshi
  • Khomba amaphuzu obuhlungu be-CX nezimbangela zawo
  • Qinisekisa izithuthukisi zohambo lwamakhasimende ezingaba khona
  • Linganisa i-ROI yotshalomali lwe-CX

Imephu Yohambo Lwamakhasimende vs. Izibalo Zohambo Lwamakhasimende

Njengomakethi wokukhiqiza okudingayo, ungahle usebenzise imephu yohambo lwamakhasimende futhi uzizwe sengathi inikezela ukuqonda okufanayo ne-analytics yohambo lwamakhasimende. Ngeshwa, akunjalo. Ngenkathi ukwenza imephu yohambo kugxile ekuqondeni kwekhwalithi, ama-analytics ohambo lwamakhasimende alinganiselwa kakhulu futhi afaka ububanzi obukhulu kakhulu.

  • Izithombe ezi-Static vs. Imininingwane eqhubekayo - Imephu ye-Journey inikeza izifinyezo ezimile kuphela zezinye zezinkambo zamakhasimende akho futhi ayinayo imininingwane edingekayo yokumela ubuningi bamakhasimende akho kanye nokuziphatha kwawo okuhlukile.
  • Idatha e-Static vs. Isikhathi Esisuselwe - Ama-analytics ohambo lweKhasimende aqhutshwa yimininingwane esuselwa esikhathini, ikuvumela ukuthi ubone ukuthi uhambo lwamakhasimende lushintsha kanjani ngokuhamba kwesikhathi. Amandla wokukala ngokuqhubekayo izindlela eziyinkimbinkimbi zamakhasimende amaningi nezindawo zokuthinta ohambweni kusiza abathengisi ukubikezela impumelelo yohambo lwamakhasimende.
  • Isivivinyo nephutha vs. Ukuhlolwa Kwesikhathi Sangempela - Ngaphandle kokubonakala kwedatha esesikhathini ekuxhumaneni ngakunye ohambweni lwamakhasimende, amabhizinisi asele ukuzama izithuthukisi ezintsha kulo lonke uhambo lwamakhasimende. Lokhu akugcini nje ngokuchitha isikhathi nezinsizakusebenza, kusho ukuthi abathengisi bazobe belinde imiphumela ehlanganisiwe engakhombisi ukuthi izingqinamba zikuphi.

Ama-analytics ohambo lwamakhasimende ahlinzeka abathengisi ngokubonakala ukuze babone ukuthi amakhasimende asabela kanjani ekuthuthukisweni ngezindawo ezithile zokuthinta nezikhathi zesikhathi. Ngaphezu kwalokho, lolu hlelo lokusebenza lwenza abathengisi bakwazi ukuhlola nokulandela impumelelo yokuthuthuka kokusebenzisana kwamakhasimende ngesikhathi sangempela.

Inikwe amandla ngokufunda komshini ne-AI, ama-analytics ohambo lwamakhasimende enza ukuba abathengisi bakwazi ukubona amaphuzu obuhlungu kulo lonke uhambo lwamakhasimende olunomthelela omubi ku-CX. Le mininingwane ivumela amabhizinisi aqhutshwa yidatha ukuthi abeke eqhulwini amathuba okusetshenziswa kohambo lwamakhasimende futhi shayela ukukhula kwemali engenayo.

Ufuna ukukhiqiza amapayipi angama-30-50% ngaphezulu ngezinsuku ezingama-90?

UCABANGANI?

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