We’re all looking for trusted data to drive our decisions. Sales and revenue leaders want to both see and understand how every action their team takes impacts the progress of a deal. But piecemeal glimpses into aspects of your business won’t cut it anymore. If we want to win big, we’ve got to get the big picture. Increasingly, a major part of that big picture is conversational intelligence data.
There’s no better way to cut to the core of business practices — to find out what’s working and what’s not — than to learn from actual customer calls and meetings. It’s one thing to manage the recording, but to truly analyze these conversations and benefit from the insights they provide is entirely different.
Conversational Intelligence Data Makes You Competitive
Great sales teams know how to prepare for every interaction. They also know how to learn from each experience. The difference in today’s environment is that all that preparation and learning has to happen almost instantly. Everything moves fast, and there’s rarely time to catch up.
Conversational intelligence data offers an unfiltered lens into the state of your buyers and customers, and it offers rich data that shows many clues on how to up your game. Real-time conversational insights help you to spot engagement health, identify coaching moments, and forecast risk, and that’s just a fraction of the problems this data can help solve.
However, unless you combine this data with insight from other areas of your business, your progress will fall out of balance. You’ll miss the opportunities that only become visible when you view your data from across your organization as a whole.
Context is Everything
Let’s say you want to find out why one of your sales reps has a much higher win rate than anyone else on the team, or how often any of the features on your product roadmap get requested during customer calls. Conversational intelligence data is one crucial avenue to explore to get answers to these questions.
For instance, what if one feature on your roadmap is mentioned more frequently than any other on customer calls? Your next step should be a deeper dive into the analytics on those customers. What are the commonalities? Are they valuable customers who figure largely into your forecasts? Are they likely to churn? The first answer suggested by the data may not be the right one. There are more pieces to this puzzle. To make the best decision, you’ve got to see it in context.
Don’t keep your conversational intelligence data separate from the rest of your data. Instead, it should be viewed with context alongside every other activity and business decision. Once you effectively combine valuable conversation data with full lifecycle data from past deals and the deals you have in play, it will elevate every aspect of how you do business.
Actionable, Integrated Conversational Intelligence Data
The goal is to find methods to record, transcribe, and analyze every customer call and meeting. But don’t stop there. To get real insight into the complete customer journey and into the state of your buyers and customers, conversational data has to be integrated into the rest of your plans and processes.
To help managers make the most of their coaching time, make sure sales calls are transcribed the minute meetings are complete. Then, let them search for specific moments in the call, so they can spend time coaching where it will make the most difference. They can share these moments with new hires and existing teams to help everyone improve.
Instead of making business decisions based on one small piece of your overall data, integrate conversation data with your CRM and other tools to get that all-important single source of truth. Track individual actions and understand how they work in tandem with multiple activities. See the impact of decision makers on calls.
When your data, dashboards, analytics, and predictions come together to yield a complete view, you’ll make confident decisions that help your company thrive.
Ready to learn more? Check out our integrated Conversational Intelligence solution.