Ukukhangisa Okuqukethwe

6 Amamethrikhi Wokusebenza Okubalulekile Ukwaneliseka Kwekhasimende

Eminyakeni edlule, bengisebenzela inkampani ebilandelela ivolumu yabo yezingcingo enkonzweni yamakhasimende. Uma ivolumu yabo yezingcingo inyuka nesikhathi lapho ikholi ngayinye yehliswa, bangabungaza okwabo impumelelo. Inkinga ukuthi bebengaphumeleli nakancane. Abamele izinsizakalo zamakhasimende bamane baphuthume njalo ocingweni ukuze abaphathi bangabi kude nabo. Umphumela waba ngamakhasimende athile athukuthele kakhulu okwakufanele abuye ngokuphindaphindiwe ukuze athole isixazululo.

Uma uzoqapha ukwaneliseka kwamakhasimende akho maqondana nensizakalo yamakhasimende kanye nokwesekwa kwamakhasimende, nanka amamethrikhi wokusebenza ayisi-6 okufanele uqale ukulinganisa manje:

  1. Bamba Isikhathi - Isikhathi esichithwa ngamakhasimende sibanjiwe. Abamele insizakalo yakho yamakhasimende badinga ukusebenza kahle ukugcina izingcingo ziphendulwa, kodwa hhayi ukulimaza ikhasimende abakhuluma nalo! Isikhathi sokubamba siyinkomba enkulu yokuthi unabamele abanele ukusiza amakhasimende akho noma cha.
  2. Imibhalo Yokusekela Funda - Ukuba nomtapo wolwazi omkhulu wokuzenzela izinsiza kufanele uma ufuna ukusiza amakhasimende nokugcina izidingo zethimba lakho ziphansi. Ama-FAQ, izisekelo zolwazi, amavidiyo wenziwa kanjani, ukwesekwa okuseshekayo… konke kuyasiza! Ngokuqapha izindatshana ezifundiwe, ungathola isithombe esicacile sekhwalithi yalezo zihloko futhi ubheke ukusetshenziswa kwazo maqondana nevolumu yokushaya.
  3. Isikhathi Sokufunda Indatshana - Uma abafundi bethola i-athikili kepha bangahlali isikhathi esanele sokuyifunda, unomsebenzi okufanele uwenze. Mhlawumbe udinga amanye ama-skrini noma ukurekhodwa ukuze ubasize. Ungahle ufune nokuqapha izicelo zokuxhaswa kwengxoxo kumakhasi e-athikili noma usebenzise isoftware yokulandela izingcingo enezinombolo ezahlukahlukene ongazishayela ukuze ukwazi ukuqapha ukusebenza kwe-athikili.
  4. Isikhathi Sokuxazululwa - Isoftware ye-Helpdesk ne-CRM zombili zikuvumela ukuthi ulandelele amathikithi okusekela afinyelele esinqumweni. Qiniseka ukuthi iqembu lakho alihlali liqala ithikithi elisha ngokuqapha inani elijwayelekile lezicelo kumenzeli ngamunye, futhi!
  5. Izingcingo Zokuxazululwa - Okuphambene nokwaneliseka kwamakhasimende ukukhungatheka. Uma ikhasimende kufanele libuyele kaninginingi ngaphambi kokuthola ulwazi oludingayo, uzolixosha futhi wehlise amazinga akho okugcinwa kwamakhasimende.
  6. Ukwaneliseka komenzeli - Abasebenzi bakho bokusekela amakhasimende bayigazi lenhlangano yakho. Amakhasimende ajwayele ukuthola isikhathi esithe xaxa ne-ejenti kunalokho akwenzayo ngeqembu lakho lokuthengisa noma lobuholi. Lokho kusho ukuthi zenza umbono omkhulu kunawo wonke ngomkhiqizo wakho. Qasha abantu abakhulu futhi ubasize ukushayela impumelelo yenkampani yakho. Banike amandla okuxazulula inkinga ngaphandle kwesidingo sokukhula.

Lapho usuthole la ma-metric endaweni, ungaqhubekisela phambili ubucayi bakho ngokuqapha i- ukwethembeka kwamakhasimende usebenzisa inhlanganisela yesikolo sakho sokwaneliseka kwamakhasimende (CSAT), Net I-Promoter Score (NPS), kanye neKhasimende Lokuzikhandla (CES).

Ukwaneliseka kwamakhasimende kungenye yemiqondo enzima kunazo zonke, engaqondakali ongayibamba futhi uyilinganise. Ukwaneliseka kuvame esweni lombonayo, futhi uma usebenzisa ithuluzi elifana nocwaningo, uthembele kudatha ezizimele eveza uhlangothi olulodwa lwendaba. Ngokungeziwe, "impumelelo" inezici ezahlukahlukene: Ikhasimende lingajabula lilonke, kepha kungahle kube khona abaphula amadili abacashile abalimaza amamethrikhi wakho wokugcina. URitika Puri, uSalesforce.

Nayi i-infographic evela ku-Salesforce, Bagcine Bejabule: Ungazenza Kanjani Izikolo Zakho Zokwaneliseka Kwekhasimende:

Amakhasimende Wensizakalo Namamethrikhi Wokusekela

Douglas Karr

Douglas Karr i-CMO ye VulaINSIGHTS kanye nomsunguli we Martech Zone. UDouglas usize inqwaba yeziqalo eziphumelelayo ze-MarTech, uye wasiza ekukhuthaleni okungaphezu kuka-$5 bil ekuthengeni nasekutshalweni kwe-Martech, futhi uyaqhubeka nokusiza izinkampani ekusebenziseni nasekuzenzeleni amasu azo okuthengisa nokumaketha. UDouglas uyingcweti yokuguqula idijithali eyaziwa emhlabeni wonke kanye nesikhulumi se-MarTech. UDouglas futhi ungumbhali oshicilelwe wencwadi kaDummie kanye nencwadi yobuholi bebhizinisi.

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