Saturday 7 October 2017

How to Drive More Customer Engagement by Customer Profiling


The meaning of Customer Profiling refers to a descriptive analysis of one’s ideal customer for the firm. It is a marketing concept that several firms use to know their customers better and formulate their business plans accordingly.


The use of appropriate call center software is essential to manage such a humongous amount of customer’s data in the system.

The utility of customer profiling has become all the more important because 70% of the customers are in the age group of 18-40 these days.

An entrepreneur should opt to convert them into his target customers to enhance his future sales prospects. 

Such tools or marketing activities highlight the customers’ interests, preference, and requirements regarding a particular product.

This analysis helps the entrepreneur recognize the actual requirement of the customers in accordance with the prevailing trends.

1) Enhance the Product Quality: According to the latest marketing survey, around 65% of the customers instantly buy a product when it is new and improved.

So, the entrepreneur has to keep such things in mind while launching or re-launching his own products. Once, customers’ profiling is done, the entrepreneur then needs to work harder to grab the relevant and essential feedbacks from them in the optimum manner. 

2) Garnering Customer Feedbacks: It is necessary to understand the “appealing factor” of any product.

So, garnering necessary feedback from customers is a good idea to plan the future strategy of the business keeping target audience in mind.

As many as 60% of the consumers are always ready to give their feedbacks regarding the product that they use regularly. 

3) Classify Consumers Into Smaller Groups: Customer profiling should be ideally done by categorizing the entire customer base into “types” or “groups of customers.”

The demographic and behavioral classifications should be done to gauge the true opinion of the customers regarding the particular product or services of the company. Sometimes, the company can also segment the groups as per their shared traits and characteristics.

Usually, entrepreneurs opt for targeting by specific segment to make the entire profiling process easier and hassle-free.

Once the appropriate customer’s profiles are created, the company can then analyze the data carefully to identify the particular trends and preferences of the customers on the company’s specific products or services. 

4) Understand the Customer’s Expectations: Understanding the behavioral aspect of the customers empowers a firm to make better products in the future. Eventually, customers are the kings, and they will buy the products.

So, the interest and feedbacks of the customers should be always taken into consideration during the entire business. Profiling helps the sales team and management to take concrete actions to augment the marketing and promotional strategies of the particular product. 

Case Study

A newly launched MBA coaching institute was running its center smoothly. It has a number of regular students. It has a good faculty, yet the institute lacks the efficiency level of the best call center software in the process. 

Despite, offering a 24-hour online assistance to students, the lack of proper equipment and network devices at the institutes make the task of communication from institute to students more difficult. 

The management decides to solve the crisis at the earliest. Students didn’t like to wait in long calling queues. Also, the existing call center solutions within the system didn’t allow for voice data recording facility.

Finally, the management decided to go for a complete revamp of the institute. 

As per the advice of the IT head, the owner and principal went for installing the advanced versions of the call center software solutions in the system.

Soon, they integrated the applicable tools with the rest of the devices for the effective handling of the student’s queries. 

Within a couple of days, after installing such an advanced device, the institute worked perfectly well. Now, not only the previous students where highly satisfied by the institute’s student support network. 

The use of the extra sophisticated and outstanding calling devices like the online call center software enhanced the efficiency of the staff.

It also created a congenial atmosphere and amicable working environment where students can fearlessly put forward their questions 24x7 and get the same being resolved by the faculty members at the earliest without fail.

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