Sales team reduces churn & increases customer engagement
With Tableau, the sales team can now identify when a customer has increased product usage. With this knowledge, sales can proactively reach out to these customers to discuss potential opportunities or product engagement—potentially increasing overall spend.
Additionally, sales teams can track overall sales performance with the option to dig deeper to understand the underlying customer experience. “Sometimes it's dynamic,” explained Michael. “The different sales teams may look at different ways to understand performance at their level so that they have a sense of urgency when things aren't going well, or when they know that they have been doing a good job and that they need to keep it up.”
To support deeper analysis, the business analytics team brings predictive models into Tableau to forecast churn—empowering sales to increase customer success within at-risk accounts. “We built predictive models to predict which accounts are likely to churn. And then [we use Tableau to understand] the best way to prevent the churn from happening.”
“Tableau helps a lot in terms of getting data very quickly to visualize needs from our business partners, and then providing that in a very easy-to-consume way,” Michael shared.
Moving forward, the business analytics team continues to leverage LinkedIn’s massive data investment to empower sales and marketing with actionable analytics.
“We have a team of great analysts that…will sit with their business partners to really understand what they're doing, understand what's needed from their side in terms of analytics support and figure out what technology is available to enable that, empower that, to help them optimize their business, and then create better solutions.”
All images are courtesy of LinkedIn Corporation.