CLICK TO WATCH : ‘ B2B CJM GENERAL ’ 45 majority of customer data was gathered through surveys , and that , once customer data was collected , companies had little guidance to act upon it efficiently without engaging expensive consulting firms . Now , in 2019 , Cloud- Cherry specialises in both the collection and analysis of customer data , turning it into efficient , actionable insights for the client company . “ Our whole quest is to find the causal relationship between factors ,” says Muthukrishnan .
“ There are three very simple ideas upon which CloudCherry is built ,” he continues . “ Firstly , the customer exper- ience is all about journeys ; it ’ s not just a point-in-time survey or an app store review . A deep understanding of customer journeys , understanding where customers are coming from , where they ’ ve been and where they ’ re going is at the heart of understanding customer experiences . So CloudCherry offers complete customer journey understanding for a brand .” Secondly , Muthukrishnan stresses the idea that the customer ’ s journey is a subjective experience . “ It ’ s very important that we know what happened on a customer ’ s journey ,” he says , explaining that “ if you
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