As any director, VP, and C-suite manager can tell you – making informed decisions is crucial for the company, but it is also easier said than done. It all stands and falls by having relevant data available that can provide a 360˚ view to get the whole picture.
As any manager can tell you, making informed decisions requires a systematic approach to reduce the likelihood of overlooking important factors and data for analyzing the situation, having relevant data available, looking at the various alternatives, exploring multiple options, and choosing (fingers crossed) the best one.
To make things complicated, success depends on the resources and tools used to come to that decision. SWOT analysis, applying a decision matrix, or a Pareto analysis are all great tools, but mid-and senior level managers just don’t have the time for such an academic approach. Also, for these approaches to work, the decision-maker must depend on the completeness and accuracy of the available data. In other words, what you as a director, VP or C-level manager need first and foremost is a 360˚view of your department and organization including all the data that you can get to support making informed decisions. This will give you the insight to make informed decisions with a low risk level.
Important tools in this context are, of course, your company’s CRM, call recording, and other Analytics and BI systems that contain valuable data for your analysis. Regardless if you are responsible for sales, CX, finance, or corporate – you need to get insight into all recorded and documented data, including business-related mobile calls and text messages that are often missing, but are essential for meta-data analysis.
So why is such a solution crucial for your decision-making process? Well, as the saying goes, “knowledge is power” – and using all your business-related call recording, CRM, and other analytics and BI data available for analysis is priceless. With it, you can quickly and efficiently make informed business decisions about allocating resources, providing better CX, preventing customer churn, improving your competitive edge, and improving corporate performance.
In our next blog post (Are you really making the best-informed decisions? Or….. Part 2), we will look into the features and capabilities that such a solution should have to provide the treasure trove of data for a truly 360˚ view for informed decision making. (Hint: using business profiles, managing business numbers, inbound/outbound calls, CRM integration, managing company-owned mobile devices…..) – Stay tuned!