Different Layers of Rules in Social CRM for You: Part Four

Previously, we’re done with the three social CRM layers of rules and we’re now going to tackle the fourth one. The next on the list would be the measurement layer.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

When we talk about the measurement layer, we’re talking about a strategy of acquiring internal metrics or analytical tools that will generate qualitative and quantitative results. These results may be about the efficiency and effectiveness of all business operations and functions. Since the data that you collect in social CRM is pure and raw, you need these tools in order to interpret them and later apply for business improvement.

Often, it involves effectiveness metrics and performance metrics, which correlate data both from front-office and back-office ends. Effectiveness and performance are two essentials of business functions and operations. The former metrics include generating results that let you interpret how efficient your business functions are. The latter metrics allows you to measure and analyze how well you’ve functioned as a business.

In line with social CRM, you should add new channels for the measurement layer by using metrics or analytical tools you can generate data that you can interpret. Data is only useful to a business or organization when it is converted from raw to quantitative or qualitative data.

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