Managing Customer Insights With Collaboration Software

Dana Youngren
Dana Youngren
2 mins
woman uses tablet with software for managing customer insights

The volume of information we receive on a daily basis can be incredibly overwhelming. It’s a lot to take in as a consumer, but it can be even more daunting when managing customer insights is your job.

When working with a large variety of research feeding in from multiple sources, customer insights teams need to figure out how to collaborate efficiently and effectively.

Large studies and analytics projects, especially those being deployed by enterprise-level corporations, can involve hundreds of people and hundreds of documents and pieces of information. New people join the conversation while others leave, new information is continuously curated, and new processes emerge.

The majority of the projects will result in massive amounts of information to sort through. And thanks to the current trends of mobile and web-based work, collaboration and knowledge management software is no longer a nice-to-have, it’s a need-to-have. Organizations are implementing collaboration software to harness the explosion of customer insights and research reports, accelerate project schedules, improve project quality, and increase productivity and profitability.

Of course, not all collaboration software is created equal, and not every solution is going to be the right fit for customer insights teams. Below are some of the things you’ll need to consider when choosing a platform for managing customer insights.

Invest in Secure Collaboration Software

Your team’s knowledge is one of your biggest assets, and you can’t afford the wrong people accessing your information. Therefore, it is non-negotiable that your collaborative knowledge management solution is secure so that your information cannot be accessed, edited, or deleted by unauthorized individuals. Look for software from an organization that is SOC2 type 2 compliant and has a secure hosting environment that encrypts your data. 

Look for Software That Keeps Information Centralized

Information stored across various bootstrapped systems or vendor portals is shown to decrease engagement because it is cumbersome to use. By centralizing your insights with a collaborative knowledge management solution, all of your information is in one dynamic digital hub. Instead of keeping your company knowledge hidden behind organizational firewalls, centralized collaboration software keeps your information accessible to all who need it.

Choose Collaboration Tools That Are Searchable

With the amount of research you are storing, you’re wasting time and money if your collaboration tools aren’t intuitive and easily searchable. Your team and your stakeholders need to find what they need when they need it, and it should be from one, singular source. No one has the time to dig through volumes of reports stored in multiple systems that all require different credentials, and frankly, no one wants to. Your data will be better put to use when it is easy to find.

Find Collaborative Software That Analyzes Engagement and Usage

Take knowledge sharing a step further by finding a tool that allows you to analyze content usage so you can generate meaningful analytics. Learn how many people are viewing, sharing, and liking your research, and identify the most valuable reports. With the right collaboration software in place, you can accurately measure the impact of your insights and set targets to improve performance on a continual basis.

Successful organizations use their collection of customer insights to help enhance their competitive advantage. How they use that data varies, but the success of their research always depends on their ability to capture, share, search, and collaborate around this information. Yes, having the research is important, but harnessing the opportunity to leverage that data with effective collaboration enhances the true value of that collection of knowledge.

August 15, 2017

Harness The Power Of Knowledge Sharing With Digital Transformation

Companies that grasp what the digital workplace is really all about are willing to change the ways people and applications connect across their organizations. By fostering a digitally driven culture of collaboration, they break down silos, share knowledge more effectively and compete more successfully.

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