Helps to analyze data about customers and renewals, with additional information regarding upselling new services and reviewing the services that you offer.
Having a deep understanding of which customers purchased specific products, when they made the purchases, and through which channels they did so gives organizations a competitive edge. This knowledge enables them to make informed marketing decisions based on data.
An essential aspect of ensuring customer success is effectively managing the renewal process. Ensuring that customers have a positive experience and addressing any issues promptly are key to achieving the desired outcome.
- Metrics and Description
- Calculated fields
- Benefits and Advantages
- Customer Behavior Analytics short video tour
Customer Behavior Analytics presents metrics and description below:
| Metrics |
Description |
| All Jobs Accepted [Excl. Renewals] |
Total Jobs that are accepted ('Work order', 'Completed') excluding renewals. |
| Jobs Declined [Excl. Renewals] |
Total jobs that are declined excluding renewals. |
| Total Renewals |
Total renewals which is the stage where the customer is considering their options to renew the subscription. |
| Renewals Accepted |
Customers who renew during a specific period. |
| Renewals Declined |
Customers who do not renew during a specific period. |
| Top 5 Services | Accepted [ All excluding `Not Approved` and `Pending` ] |
Understand about offered service(s) that are accepted more. |
| Top 5 Services | `Not Approved` |
Understand about offered service(s) that are accepted more. |
| Top 5 Services by Revenue |
Understand about the offered service(s) that contributed most to company sales. |
| Top 5 Services by Gross Profit |
Understand the offered service(s) that contributed most to the company’s gross profit. |
| Top 20 Customers by Revenue |
Insight to understand your top 20 customers based on total revenue. helps you to figure out whether to upsell and cross-sell. |
| Top 20 Customers by Gross Profit |
Insight to understand your top 20 customers based on total gross profit. helps you to figure out whether to upsell, and cross-sell |
| Customer behavior Report | Max size 1000 |
It is useful to know the statistics of customers by their behavior. how many jobs are under their belt For example: for a specific customer, you can understand how many jobs are accepted, declined, services accepted, and services declined. |
| Customer by Job, Service |
This report will help you understand jobs, services, etc. at the customer level. |
Computed fields
Accepted = Jobs with Status (Work order or Completed)
Revenue = SUM(Price)
Gross Profit = (SUM(Price) - SUM(Discount) - SUM(Cost))
Filters:
Advanced filters provide the ability to drill down, slice & dice, and filter the dashboard to view the different insights.
Customer → Service Category → Service Name → Job Status → Service Status → Renewal → Class
Importance of Customer Behavior Analytics & Benefits
- Determine who in your organization is best equipped to manage the renewal. Establish your renewal management timeline, figure out when you want to start it and why you want to start at that timeline. And make sure that your timeline matches very specific reasons for your business.
- Maintain clear communication with your team and ensure proper visibility. Also, use customer success software to track those renewal opportunities. This will help you be aware of each step your customer takes.
Top 6 reasons why you would need Customer Behavior Analytics for your organization
- Understanding customer preferences: By analyzing how customers interact with your products or services, you can gain insights into their preferences and behaviors. For example, you might identify which features of your product are most popular.
- Customer behavior: Analyze how customers interact with your products or services, including purchase history.
- Customer demographics: Understand who your customers are
- Product recommendations: Analyze product recommendation data to understand which recommendations are most effective at driving conversions.
- Cross-selling opportunities: Analyze customer purchase history to identify cross-selling opportunities.
- Upselling opportunities: Analyze customer purchase history to identify upselling
Customer Behavior Analytics short video tour