Monica Rodriguez Jan 26, 2022 7 min read

Go beyond KPIs with Customer Performance Indicators

Businesses must have a robust set of KPIs to gauge the fulfillment of critical company objectives. However, your performance indicators toolbox shouldn't end there.

It's important to take the time to maximize potential opportunities for the customer journey with Microsoft Dynamics 365 Marketing. This involves setting and measuring customer performance indicators that quantify outcomes such as cost savings, time savings, flexibility, convenience, and other valuable results for the customer.

Of course, that is in no way an exhaustive list of CPIs. The fact is that they differ extensively across organizations, industries, regions, and products, so make sure you choose the right one for your audiences.

Go Beyond KPIs with Customer Performance Indicators

There is a strong connection between KPIs and CPIs. For example, meeting the goal of a Customer Performance Indicator is likely to increase the associated KPIs. CPIs are robust growth predictors, but declining CPIs can drag down the related KPIs.

You may think that your company is ahead of the customer journey curve as you track customer-centric indicators such as customer satisfaction, effort, and net promoter scores.

However, it is vital to understand that these key performance indicators (KPIs) ultimately measure the benchmarks critical to your organization and not the customer. Therefore, we must go beyond KPIs and achieve more by integrating them with customer performance indicators.

But how can you effectively do this?

It's best to leverage customer service insights provided by Dynamics 365 to do this right.

Empower Your Teams With Timely Customer Service Insights

Satisfying the customer is a pivotal part of continued growth. However, it isn't always clear what makes customers feel good or where your processes might be going wrong.

Customer Service Insights is an AI-powered analytical service that allows you to get an in-depth understanding of your customer base, their behavior, and their expectations. It has all the answers you need about the customer service aspect of your business. t is vital to have a clear understanding of what your customers appreciate and what causes them grievances. This, in turn, can help you create and deliver personalized and sophisticated customer experiences, a necessity to your business objectives.

The Dynamics 365 Customer Service Insights provide you with accurate and valuable information garnered through robust analytical systems backed by artificial intelligence. Moreover, it can consolidate customer information from various channels, delivering uber-fast results.

What Do Data Customer Service Insights Offer?

The customer Service Insights component is incredibly flexible as it enables you to work with different formats and types of customer data. It can be broken down into:

Operational Data

This comprises details about your business productivity and operations. You can also leverage historical comparisons, case resolution insights, and backlog trends to gauge business impact and agent performance. Moreover, it’s possible to track incoming support topics and case volume for optimizing agent productivity.

Performance Metrics

With performance metrics like CTR, ad performance, customer interactions, and conversion rates, you can assess the effectiveness of your customer engagement platforms and campaigns.

Emerging Trends

Emerging trends provide meaningful insights that help steer your organization's vision and service offerings. Furthermore, it helps you be more responsive to the market changes while allowing you to transform your products and services to suit the precise customer needs.

The quicker you understand the emerging and latest trends, the better you can prepare yourself for the market changes in the future.

Benefits Of Leveraging Dynamics 365 Customer Service Insights

One of the most promising features of the Dynamics 365 Customer Service Insights tool is its ever-evolving dependence on user feedback and inputs. As a result, the platform keeps updating with enhancements and improvements in incremental waves.

Build Loyalty

Once you comprehend the customer behavior and patterns and meet their precise needs, it becomes easier to serve them better and improve customer satisfaction.

Empower Customer Service Executives

Your managers have adequate knowledge to make well-informed, data-driven, and better decisions and ultimately improve the processes. In addition, these insights help them gain a broad understanding of customer satisfaction score drivers.

Extensive Knowledge To Resolve Issues

The AI-backed analysis offers deeper insights into the evolving trends, helping you find appropriate ways to resolve any issues promptly. As a result, you can effortlessly personalize customer experiences while reducing failure rates.

Improve Operational Efficiency And Productivity

The unified dashboards and shared data access help your agents and managers quickly extract the essential data and get solutions to customer problems.

 

Wrapping Up

Customer Service Insights are a comprehensive solution that can help you effectively identify problems before they even arise. Coupled with KPIs, customer performance indicators also increase your knowledge capabilities by supporting case data, case resolutions insights, and semantically similar group cases.

Furthermore, CSIs let you know the leading topics to optimize your customer support and provide appropriate reviews to core product teams.

In addition, you can readily pinpoint improvement areas and take action in time while getting real-time insights and visualizing your progress seamlessly.

Definity First can help you fortify your customer service with some seasoned top IT resources with cost-effective solutions.

 

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Monica Rodriguez

Service Delivery Manager & Resource Manager for Professional Services at Definity First with more than 14 years of experience in QA & QC process.