Big Data has changed and continues to change how brands understand and optimize customer experience. New technologies, which harness massive and complex amounts of data available are providing marketers a transparent view at all various points in their purchasing journeys as well as providing sophisticated, scalable action systems that are designed to enhance engagement and affinity at the exact right time. Big Data basically is changing marketing and the analytics that support it.
EMPLOYEE COLLABORATION WITH SHAREPOINT CONSULTING SERVICES
When it comes to internal employee collaboration, particularly SharePoint, the most common technology platform made to support employee collaboration. What could big data provide?
First, take into account the idea of optimizing customer experience. Most investment that goes to the process nowadays is made with the main goal of selling new products. However, this is changing as brands have realized the business value of optimizing customer experience across the whole lifecycle. This means, pre-sale online interactions, billing questions, call center communications and more. To boost experience at every touch point, many employees and departments should communicate, share insights and collaborate to foster long-term customer relationships.
WHERE BIG DATA COMES IN
The SharePoint intranet plays a vital role in making internal collaboration more effective and easier. However, adoption of SharePoint within a company is a common challenge for IT and this is where analytics played an integral role, to understand the use and boost engagement. Nonetheless, once employees are in the platform, sharing insights and documents, communicating on customer requirements and performing a host of other activities across the entire lifecycle, the relevance of analytics that support the platform significantly increases. This is where big data comes in.
THE NEED TO BOOST EMPLOYEE ENGAGEMENTS
Microsoft SharePoint consulting services professionals, SharePoint developers and architects all agree that there is a need to boost employee engagement across an organization and having a better visibility into the use of SharePoint. The solution, Webtrends Analytics for SharePoint is used by some of the biggest organizations all over the world. Soon, the next generation SharePoint analytics offering will be released, the Webtrends Infinity Analytics for SharePoint, that’s built on a big data platform.
WHY THE WEBTRENDS INFINITY ANALYTICS FOR SHAREPOINT MATTERS
Increasing scale. As companies implement Office 365 and/or SharePoint worldwide and encourage adoption in support of the whole customer lifecycle, the discreet interactions volume that should be tracked down exponentially grows. The data collection scale, data processing and storage become important when taking into account the number of employees as well as partners globally and how often they have to collaborate. Moving from reporting on the aggregate use trends to comprehending the discreet behaviors of an employee would add to the richness and volume of data that should be collected. Add the complexity of deploying analytics within worldwide corporations as well as across the distributed SharePoint space.
Ease of use beyond IT. Insights toward collaboration by product line, department or region would be even more important to business unit leaders as customer success will be a corporate-wide mandate. Analytics access would shift form the IT department to major business leaders across the company. Usage ease includes the ability of asking ad hoc questions of data to answer queries. Since organizations are naturally segmented, regions, departments, managers, office, teams, projects and more, it’s important to consider collaboration by various segments and make a comparison of how a department performs than the other.
Insights in real-time. Effective internal collaboration could differentiate high performing organizations from the rest. When servicing and supporting customers, the relevancy and speed of how to respond to their needs is vital. The analytics should keep up and provide instant insights on the kinds of documents or questions trending at any given time. It could provide real-time view to how the business is doing from a collaboration perspective.
Unified view of the journey of the customer. As the lines between customer acquisition and retention are disappearing, companies are mapping end-to-end customer journey and creating their internal processes around the client. The single view of the customer mandates the marketing data connection with the system for customer service and support. A unified measurement strategy across the lifecycle of the customer is thus critical and a unified view to customer engagement would be the norm.
To effectively leverage SharePoint, to really unleash its collaborative potential for information workers these days, considerations in SharePoint infrastructure management, connection, archiving and management must never be an after-thought. Considering performance, scalability and governance of SharePoint should be an integral part of the initial discussions and considerations about initial architecture. Big data continues to become bigger, which is also the true story of SharePoint growth. It is a good idea to embrace the reality today and take control of the growth and capture the true value of data.