Ebsta’s customer engagement score (The Ebsta Score) is a single number that is used to measure how engaged your customers, Opportunities and Prospects are with your team.
With the Ebsta Score enabled, each Salesforce record gains a single engagement percentage metric based on multitude of factors including; sent and received communications, the total number and the days since last activity, the activity type, direction, conversation, timing and period of all communications.
There are three key areas in which clients use Ebsta’s Customer Engagement Score:
Engagement alone does not win new business or retain customers. You do however, have an untapped metric that tells you the time-stamped level of engagement for every deal you have ever won or lost. Perhaps unsurprisingly, low engagement or lack of your team being proactive leads to lost deals, churning customers and poor partner relations.
The Ebsta Score lets you know ahead of time where engagement is low, giving you the best chance to improve your win rate.
Ebsta’s Customer Engagement is unique in that it does not only rely on Salesforce activities to render its single engagement percentage metric. By plotting the Ebsta Score against new Opportunities or customer renewals, you can instantly see which ones have a high level of engagement as well as low engagement deals that are unlikely to close in the stated time period.
If you have a business where partnerships are key to generating pipeline, you can instantly see how engaged each partner rep is with your team.
This allows you to strategically focus on generating more pipeline though improved focus and better understanding.
‟Ebsta allows us to report on how engaged our consultants are with every client and candidate in Salesforce, allowing for more effective and targeted management of resources.”
Shugo Fujioka, Marketing Director of en world, Japan.
Get in touch and we’ll run a free consultative session on how the Ebsta Score can be used with current reporting to drive results.