Mobile Analytics and the Customer Experience

The need for mobile application tracking systems

2011-09-11T22:06:00.000-07:00

Just a few years ago mobile devices were all about voice and messaging but with the development of smartphones and tablets we are now seeing more of internet-based applications. The number of applications has grown exponentially thus compelling leading operators to seek analytics for mobile applications, mobile web analytics, and operator network tracking solutions to help them study the prevalence and factors that are surrounding customer usages of the mobile data.

The significance of implementing application tracking systems, mobile web analytics, and network tracking solutions are to help operators understand mobile subscribers’ experiences and data usage patterns on the different mobile devices. Having the right solution will be critical in optimizing the users’ experience of mobile data and content, and helping to create the right marketing initiatives which can lead to larger subscriber bases, revenues, and essentially increased profitability. These are indeed the objectives that CEM 4 Mobile makes possible with its revolutionary and highly-rated mobile application, mobile web, and operator network tracking solutions.

In relation to analytics for mobile, web analytics cannot generate wholesome results as they are not effective in describing mobile user behavior or even effectively detecting and recognizing returning mobile users. CEM 4 Mobile Solutions addresses the downsides of web analytics by providing a complete solution which involves integrating voice-of-customer data, data collection from the mobile networks, and generating detailed cross analysis functions for the different datasets that an operator’s or mobile content provider’s data traffic may contain.

About the benefits of CEM mobile analytics

2011-08-28T20:15:00.000-07:00

The mobile application market has grown tremendously over the past few years and with this growth has come the need for customer experience management (CEM) to help network providers offer services which can grow, satisfy, and retain their customer bases.

The essence of mobile analytics is to provide a clear picture detailing how providers’ value added services fair with their subscribers. There are a handful of mobile analytics benefits which a provider stands to gain with the implementation of a CEM mobile system and these include effective and proactive management of market diversity with changing business environments, development of business along the mobile application market’s wants and needs, reduced customer support costs, provision of visibility for bad or failed service usage, management of markets from a geographical aspect, and help in determining and increasing ROI. Adopting customer experience management is as such almost inevitable for any provider seeking to succeed in the mobile market.

Cem4mobile.com is a top-rated developer of a mobile analytics platform which is fast and that can be flexibly deployed. Their CEM mobile system focuses primarily on the mobile market and as such providers get to enjoy fully mobile analytics benefits, and all these at very competitive rates.

Mobile Analytics Export

2011-05-09T22:54:00.000-07:00

I would like to talk about analytics and the export function. Sometimes the analytics tools just can't do what you want. Maybe it doesn't give the KPI you are looking for or just not in-depth enough to provide a clear view of what is happening. Don't get me wrong sometimes we go too deep and often can forget what we were searching for in the first place. But, it is always good to know that you can do that if you want.

As the title mentions this is about CEM4Mobile Analytics Surveys and Ranking. I use this analytics tool daily. I am always looking for a new KPI to produce or data to play around with. That is why I find the export function in CEM4Mobile so great. Yes, of course there are hundreds of different options inside the portal for organizing data, segmenting users, cross analyzing, following market trends, or discovering top performing marketing channels. However, so much more can be discovered by exporting in CSV form and manipulating the data with Microsoft Excel or Open Office equivalent Calc.

Every chart in CEM4Mobile has an export function, but the one I use the most is probably from the cross-analysis function. There the data can be shown in "daily view" so I can follow the activities of everyday.

Most recently I made a chart in Excel 2007 where I have cross analyzed handsets with user status. My goal was to find correlations between: handsets, user status, pageviews per visit, bounce rate, and visit length. With this information I could more accurately target handsets that are performing the best overall on my site and use this to improve and track user status for more loyal customers.

Previously, I have made more in-depth analyses. One such example was a previous 3 month, month by month comparison. That specific example I was examining the changes in hourly usage. I imported each month's data in the three selected areas. I found the average of pageviews, unique users, and visits for each month's average hourly amount. I then calculated the change of the most recent month from the previous month. If the change was for the better it would automatically insert a green upward pointing arrow. If the change was for the worse it would present a downward pointing red arrow. Additionally, the figures for the most recent month were colored red, yellow, or green. Red numbers were if the numbers were more than 10% below average. Yellow numbers were the 3 month average plus or minus 10%. Green numbers represented figures more than 10% above the average amount.

If anyone has any questions about using Excel to get these kinds of calculations or more I would be glad to try and assist you. Maybe I can start writing blogs posts in detail how to manipulate to find KPI's. Just so you know my specialty is in mobile analytics and I am by far not a pro Excel user, but I can try to offer my assistance in any case.

What Can I Get From Utilizing Mobile Surveys

2011-05-05T22:53:00.000-07:00

The question is not what can you get but what can you not get and the answer is....I don't know. What I do know is that you can get more information than you can handle from a mobile survey. Below you will find some ideas for questions.
Some suggestion for things you might want to know and why may include:
Demographics - Improve: target marketing,target sales, customer segmentation through the following questions.

Age
Gender
Education
Income

Customer Satisfaction - This is something most companies don't know they can do online. Satisfied customers are you most profitable and Unsatisfied customers can be your poison. Keep it Simple.

1-10 Satisfaction Scale
Additional Free Text Answer Optional

Contact Information - This can be a sensitive area and difficult to obtain but can be useful and if they wish to be contacted they will provide the information.

Email
Mobile Phone Number
Mailing Address

Benefits

Ok, now you have seen a sample of what you can get. I can give a few example situations of how each of these topics can help.

1.For me is user satisfaction is of highest importance. Users must be satisfied with the service. If they are not satisfied with the service worst case scenario and most often customers are lost and never regained.

2.I would label any free text responses I might get for improving the site or service to be next to user satisfaction. This is good because it gives me a chance to continuously improve functionality and content provided. Thus improving customer satisfaction. It also lets the customer know that they are heard and important.

3.Finally, I would say that general demographics and contact information are important for targeting the most ideal customer understand traffic flows and interactions on my site by any demographic I choose.

"Know your customers' needs, opinions, and actions. Then, fulfill them."

For more information please move on Mobile Surveys.

What is Customers Experience Management?

2011-05-02T19:19:00.000-07:00

Customer experience management scans the environment to study the interactions between customers and companies. The goal of CEM is to promote customers from just being satisfied to being loyal and then to advocates for the service.

Customer experience management analyzes end-user behavior and patterns, their opportunities, the technologies accessible to their target audience, and the environment where end-users access services from. CEM also seeks to conduct surveys that show customers feedback in terms of their opinions, options and values. CEM is the best tool for measuring the success of mobile channels with respect to the experiences and interactions with the callers.

Companies that perform mobile analytics usually have a background in IT and telecommunications and have a clear picture of the challenges facing users in the mobile experience. Customer experience management is conducted by innovative and experienced teams that have designed products which analyze mobile wireless transactions.

CEM4mobile is a product developed by CEM4Mobile Solutions Ltd, a company that uses mobile analytics to conduct CEM surveys. This product supports both browsing and application-based services and generates statistical data from portals and application servers.

About Mobile Surveys and Rankings

2011-04-24T17:59:00.000-07:00

CEM mobile ranking provides a way of measuring communication audiences and provides a way for mobile service providers to rank their services. CEM mobile rankings provide results that increase the awareness of your mobile service and increase sales.

CEM mobile surveys are designed for companies providing mobile services and value added services for individuals and businesses.

Analytics for mobile develop tools that are used for benchmarking and they aim at increasing mobile sales in addition to helping mobile service providers understand their market share so that they can increase their media sales in the market. These solutions have to be approved so as to be used to maintain standards for measurement in the media industry.

Analytics for mobile can also detect the levels of callers, i.e. whether they are loyal, active or dormant. This information helps to know which products are mostly used and in which area.

CEM4Mobile measures the success in mobile channels based on customer experience and interaction.

The importance of handset detection in gathering information on customer opinion

2011-04-05T18:50:00.000-07:00

Handset detection software are used by mobile phone application software providers to detect or recognize your handset when you log in with your email address. This is important in the current market where a wide range of applications are available for downloading from the internet. There are hundreds of types of handsets and therefore it has become important to match the specific type of handset with the applications that are available on the internet.

Customer opinion is very important in any type of business since it enables product and service providers to know what is required of them by the customer. An important way of gauging opinion for many businesses is through mobile phones and this provides a fast and reliable channel of information gathering. It is also important to gauge customer satisfaction and their experience with products and services which are available in the market. The customer is the final link in business chains hence it important to guarantee the integrity of the chain by getting continuous feedback from the customer. For more information on handset detection and customer opinion visit www.cem4mobile.com

Importance of mobile browser detection to mobile application tracking

2011-03-24T21:51:00.000-07:00

It is important for mobile application tracking software to be able to detect different types of mobile phone browsers and to serve the appropriate mobile version. There are different types of software that can be used to achieve this. Mobile browser detection is important for tracking purposes since it permits gathering of information such as web access, frequency and duration of web access.

Another important parameter that can be analyzed using mobile phone application tracking is the websites that are visited most and the number of hits for each website. Such information is important for policy formulation by marketers.

Mobile customer experience management is a way of managing businesses in a customer-centric manner. It is important to businesses since it provides a view of the business from the customers’ point of view. This approach to marketing monitors the lifecycle experiences of every customer as they come into contact with various business and operational platforms. For more information on mobile customer experience management, mobile browser detection and other mobile application tracking information visit www.cem4mobile.com