LESSON 3 Customer Analytics Tools For Beginners

This document provides an overview of beginner and intermediate customer analytics tools. For beginners, it recommends ZohoCRM, Intercom, Hootsuite, and Kissmetrics which start from $12-220 per month and provide basic analytics on CRM data, customer service, social media, and website behavior. For intermediate users, it suggests AgileCRM, CloudCherry, Brand24, and BIME which range from $49-490 per month and offer more robust features for deeper customer analysis including segmented analytics and predictive capabilities.

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LESSON 3 Customer Analytics Tools For Beginners

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Customer Analytics Tools for Beginners

Beginner tools fall on the more affordable end of the price scale, and while they may
have fewer features dedicated solely to customer analytics, they're a good way to whet
your appetite.

1. CRM: ZohoCRM

Zoho uses data from its own Zoho CRM, as well as pulling in data from other
Zoho products and third-party apps for its customer analytics. Its reporting
features will give you an overview of your most successful marketing campaigns,
your most valuable customers, and which leads need nurturing. You can also
create your own formulae to get reports tailor-made to your specific needs, as
well as dashboards that will give you a high-level overview of your data.

Pricing: Starting at $12 per user per month.

2. Customer Service: Intercom

Intercom is a customer service and messaging platform to keep track of and stay
in touch with customers. It lets you start the communication process with live
chat, and then progress customers through to conversion with lead tracking and
marketing automation. Because it keeps track of all of this data within the
system, it lets you drill down at the customer-level to send targeted messages to
customers at varying stages of the customer journey. It also provides an
overview of customer segments and Intercom activity for bigger-picture data.

Pricing: Starting at $53/month for 250 users.

3. Social media: Hootsuite
The social media marketing software Hootsuite is a good place to start if you're
looking to get a bit of visibility into how people are interacting with your brand.
While its main function is for content scheduling and sharing, it's more advanced
solution, Hootsuite Insights, can drill down even further to gauge customer
sentiment and real-time social media listening on a more granular scale. While
you can see who is mentioning or retweeting your brand and how your
campaigns are performing via Hootsuite, Insights will give you more data about
who's saying what about your brand online.

Pricing: Hootsuite starts at $9.99 per month

4. Analytics: Kissmetrics
As a web and analytics platform, Kissmetrics provides valuable insights into web
visitors and how they're interacting with your site, including where they're
clicking, and at what stage they decide to leave. Giving you data about customer
behaviour, you can create behavioural marketing campaigns targeted at distinct
user groups. Putting unique user data together, you'll be able to create
segments of users to target based on their profiles and which stage they're at in
the customer experience journey for a higher conversion rate.

Pricing: Starts at $220 per month.

Customer Analytics Tools for Intermediate Users

ntermediate options are a bit pricier but have more robust features that can be used for
deeper customer analysis.

1. CRM: AgileCRM
Agile CRM is a CRM for sales and marketing that gives insights into contact-level
customer behavior. Its analytics track things like which pages users have visited,
how much time they've spent on the website, and engagement patterns, all on
a per-user basis. Using this data makes it easier to pinpoint users and engage
contacts by phone or email via the CRM.

Pricing: Free for up to 10 users, then starting at $14.99 a month

2. Customer Service: CloudCherry
CloudCherry is a customer experience and analytics tool that'll give you deep
insights into your customers. A platform for collecting customer insights via
email, web, and smartphone surveys, CloudCherry collects and collates data
from every channel and interaction that customers have with your company. The
results that it delivers will give you actionable ways to help improve the
customer experience journey and retain more customers.

Pricing: Starting from $100 a month

3. Social media: Brand24

Brand24 is a social listening tool that gives data about conversation volume,
influence score, and sentiment analysis. Using this data makes it easier to
pinpoint trends, spot recurring customer issues, or locate the right influencers to
help in your marketing or outreach campaigns, while also targeting the right
customers.

Pricing: Starting at $49 a month.

4. Analytics: BIMEbyZendesk

The popular customer service solution Zendesk offers an analytics tool in the
form of BIME. BIME pulls in customer experience data from a variety of different
sources including Google Analytics, Adwords, Salesforce, and Zendesk,
presenting it in dashboard form to give a high-level overview of performance and
customer segments. From there, you can drill down to get useful information
about the success of campaigns, how customers interact, and when they're more
likely to convert. Its forecasting and reporting features also help predict future
sales figures to help you make the right business decisions.