{"id":789911,"date":"2018-08-30T06:43:13","date_gmt":"2018-08-30T13:43:13","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-zekasi-tanim-ilgili-adimlar-yazilim-ve-araclar\/"},"modified":"2023-05-05T18:07:39","modified_gmt":"2023-05-05T18:07:39","slug":"musteri-zekasi-tanim-ilgili-adimlar-yazilim-ve-araclar","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-zekasi-tanim-ilgili-adimlar-yazilim-ve-araclar\/","title":{"rendered":"M\u00fc\u015fteri Zekas\u0131: Tan\u0131m, \u0130lgili Ad\u0131mlar, Yaz\u0131l\u0131m ve Ara\u00e7lar"},"content":{"rendered":"
\n

\u0130\u00e7erik Dizini<\/p>\n

    \n
  1. M\u00fc\u015fteri Zekas\u0131: Tan\u0131m<\/a><\/li>\n
  2. Ba\u015far\u0131l\u0131 M\u00fc\u015fteri Zekas\u0131 Olu\u015fturma<\/a><\/li>\n
  3. M\u00fc\u015fteri Yolculu\u011fu Haritalama Yoluyla M\u00fc\u015fteri Zekas\u0131<\/a><\/li>\n
  4. M\u00fc\u015fteri Zekas\u0131nda Uzmanla\u015fman\u0131n 3 Temel Yolu<\/a><\/li>\n
  5. M\u00fc\u015fteri Zekas\u0131n\u0131n Avantajlar\u0131<\/a><\/li>\n
  6. M\u00fc\u015fteri \u0130stihbarat Yaz\u0131l\u0131m\u0131- QuestionPro Communities<\/a><\/li>\n<\/ol>\n<\/div>\n

    <\/a>M\u00fc\u015fteri Zekas\u0131: Tan\u0131m<\/strong><\/h2>\n

    M\u00fc\u015fteri istihbarat\u0131, i\u015fletmelerin bireysel m\u00fc\u015fterilerle etkile\u015fime girmenin en iyi yollar\u0131n\u0131 bilmeleri i\u00e7in m\u00fc\u015fteri davran\u0131\u015f\u0131n\u0131 ayr\u0131nt\u0131l\u0131 bir \u015fekilde anlayabilmek amac\u0131yla m\u00fc\u015fteri verileriyle ilgili ayr\u0131nt\u0131lar\u0131 toplama ve analiz etme y\u00f6ntemi olarak tan\u0131mlanmaktad\u0131r. <\/span><\/p>\n

    G\u00fcn\u00fcm\u00fcz\u00fcn dijital odakl\u0131 d\u00fcnyas\u0131nda, \u00e7o\u011fu m\u00fc\u015fteri bilgilerini etkile\u015fimde bulunduklar\u0131 i\u015fletmelerle payla\u015f\u0131yor: onlar\u0131n <\/span>
    \n demografi\u0307k<\/span>
    \n<\/a>ilgi alanlar\u0131, sat\u0131n alma al\u0131\u015fkanl\u0131klar\u0131, tercihleri ve ihtiya\u00e7lar\u0131. Bu alt\u0131n\u0131 kullanman\u0131n yollar\u0131n\u0131 bulacak olan iyi bir pazarlamac\u0131, her m\u00fc\u015fteriyle anla\u015f\u0131ld\u0131\u011f\u0131n\u0131 ve de\u011fer verildi\u011fini hissettirecek \u015fekilde ileti\u015fim kurabilecektir. <\/span><\/p>\n

    Bu davran\u0131\u015f kesinlikle geli\u015fmi\u015f marka alg\u0131s\u0131n\u0131, olumlu a\u011f\u0131zdan a\u011f\u0131za ileti\u015fimi ve <\/span>
    \n Net Tavsiye Skoru (NPS)<\/span>
    \n<\/a> belirleyen <\/span>
    \n m\u00fc\u015fteri sadakati<\/span>
    \n<\/a>. Rekabetin k\u0131yas\u0131ya ya\u015fand\u0131\u011f\u0131 bu \u00e7a\u011fda, m\u00fc\u015fteri zekas\u0131 sanat\u0131nda ustala\u015fman\u0131n her i\u015fletme veya kurulu\u015fun hayatta kalabilmesi i\u00e7in gerekli oldu\u011funu s\u00f6ylersem abartm\u0131\u015f olmam san\u0131r\u0131m.<\/span><\/p>\n

    Daha fazla bilgi edinin: 50+ \u00dccretsiz M\u00fc\u015fteri Anketi: Sorular ve \u015eablonlar<\/a><\/p>\n

    <\/a>Ba\u015far\u0131l\u0131 M\u00fc\u015fteri Zekas\u0131 Olu\u015fturma<\/strong><\/h3>\n

    \u015eirket web sitelerindeki m\u00fc\u015fteri etkinlikleri, uygulamalar, m\u00fc\u015fteriler taraf\u0131ndan ba\u015flat\u0131lan ileti\u015fimler vb. dahil olmak \u00fczere \u00e7ok say\u0131da kanaldan \u015firketinize akan b\u00fcy\u00fck miktarda m\u00fc\u015fteri verisi vard\u0131r. A\u015fa\u011f\u0131daki ad\u0131mlar ba\u015far\u0131l\u0131 bir m\u00fc\u015fteri istihbarat\u0131 i\u00e7in yap\u0131 ta\u015flar\u0131 olarak kabul edilebilir. <\/span><\/p>\n

    Ad\u0131m 1-<\/b> M\u00fc\u015fteri istihbarat\u0131 olu\u015fturman\u0131n ilk g\u00f6revi, t\u00fcm m\u00fc\u015fteri bilgilerini tek bir veri ar\u015fivi olu\u015fturacak \u015fekilde toplayabilmek ve bunlar\u0131 etkili bir \u015fekilde inceleyip analiz edebilmektir. Bu, tek m\u00fc\u015fteri g\u00f6r\u00fcn\u00fcm\u00fc olarak bilinir. <\/span><\/p>\n

    Ad\u0131m 2- <\/b>Bir sonraki acil ad\u0131m, verileri analiz etmek i\u00e7in gereken altyap\u0131d\u0131r – teknoloji. Modern m\u00fc\u015fteri istihbarat\u0131, kurulu\u015flar\u0131n m\u00fc\u015fteri ya\u015fam d\u00f6ng\u00fcs\u00fcne dayal\u0131 m\u00fc\u015fteri i\u00e7g\u00f6r\u00fclerini daha derinlemesine incelemesine olanak tan\u0131r: yeni edinilen m\u00fc\u015fteri, aktif m\u00fc\u015fteri, <\/span>
    \n m\u00fc\u015fteri kayb\u0131 <\/span>
    \n<\/a>ve benzeri. <\/span>
    \n M\u00fc\u015fteri Ya\u015fam Boyu De\u011feri <\/span>
    \n<\/a>Tahmin, m\u00fc\u015fteri kayb\u0131n\u0131n \u00f6ng\u00f6r\u00fclmesine yard\u0131mc\u0131 olur. <\/span> <\/p>\n

    Ad\u0131m 3-<\/b> Veriler toplan\u0131p analiz edildikten sonra, art\u0131k bir kurulu\u015fun veya i\u015fletmenin i\u015f ihtiya\u00e7lar\u0131na uygun bilin\u00e7li kararlar almas\u0131na yard\u0131mc\u0131 olacak anlaml\u0131 i\u00e7g\u00f6r\u00fcler sunmaya haz\u0131rd\u0131r. M\u00fc\u015fteri istihbarat\u0131, kurulu\u015flar\u0131n yaln\u0131zca m\u00fc\u015fteri etkile\u015fimi hakk\u0131nda de\u011fil, ayn\u0131 zamanda m\u00fc\u015fteri beklentileri hakk\u0131nda da b\u00fcy\u00fck bir netlik elde etmelerini sa\u011flar. <\/span><\/p>\n

    <\/a>M\u00fc\u015fteri Yolculu\u011fu Haritalama Yoluyla M\u00fc\u015fteri Zekas\u0131<\/strong><\/h3>\n

    Bu ayr\u0131nt\u0131l\u0131 <\/span>
    \n M\u00fc\u015fteri yolculu\u011funun 360 derecelik g\u00f6r\u00fcn\u00fcm\u00fc<\/span>
    \n<\/a> m\u00fc\u015fterilerinizin markan\u0131z\u0131 nas\u0131l, ne zaman ve nerede deneyimledi\u011fini anlamak, ileti\u015fim ve veri toplama yoluyla m\u00fc\u015fteri istihbarat\u0131 i\u00e7in uygun bir kanal olu\u015fturmak i\u00e7in kan\u0131tlanm\u0131\u015f bir modeldir. <\/span> <\/p>\n

    Ba\u015far\u0131l\u0131 bir m\u00fc\u015fteri deneyimine sahip olmak i\u00e7in, m\u00fc\u015fterinizin alg\u0131s\u0131n\u0131 zaman i\u00e7inde \u00e7e\u015fitli a\u015famalarda \u00f6l\u00e7mek istersiniz. \u0130\u015fletmeler taraf\u0131ndan anlaml\u0131 i\u00e7g\u00f6r\u00fcler elde etmek i\u00e7in kullan\u0131labilecek yayg\u0131n m\u00fc\u015fteri istihbarat platformlar\u0131ndan baz\u0131lar\u0131 \u015funlard\u0131r <\/span>m\u00fc\u015fteri yolculu\u011fu haritalamas\u0131:<\/span><\/a><\/p>\n

    Fiziksel konum:<\/b> M\u00fc\u015fteriniz ma\u011fazan\u0131z, restoran\u0131n\u0131z, oteliniz vb. gibi fiziksel bir yere geliyorsa, bir kiosk kurmak ve h\u0131zl\u0131 bir geri bildirim sistemi kurmak gibi, geri bildirimlerini bizzat o yerde toplaman\u0131z \u015fiddetle tavsiye edilir. Anket sorusu,<\/a> B\u00f6ylece m\u00fc\u015fteriler geri bildirimlerini vermek i\u00e7in \u00e7ok fazla zaman harcamak zorunda kalmazlar. Bu, ma\u011fazadan bir \u015fey sat\u0131n ald\u0131klar\u0131, restoranda yemek yedikleri ve hatta otelde kald\u0131klar\u0131 i\u00e7in onlarla ileti\u015fim kurman\u0131n en kolay yollar\u0131ndan biridir. Bu <\/span>
    \n geri bildirim<\/span>
    \n<\/a> kendili\u011finden olacakt\u0131r.<\/span><\/p>\n

    E-posta G\u00f6nderme:<\/b> Bu, m\u00fc\u015fterilerinizle ileti\u015fime ge\u00e7menin en kolay yollar\u0131ndan biridir. Bu s\u00fcreci otomatikle\u015ftirmek son derece kolayd\u0131r, b\u00f6ylece kapat\u0131lan bir bilet veya ba\u015far\u0131l\u0131 bir sat\u0131\u015f, de\u011ferli geri bildirimlerini toplamak ve onlarla ileti\u015fim kurmak i\u00e7in m\u00fc\u015fterilere g\u00f6nderilmek \u00fczere sistemden bir e-posta olu\u015fturur. <\/span><\/p>\n

    \u00c7a\u011fr\u0131 Merkezi:<\/b> Bu ileti\u015fim \u015fekli, telesat\u0131\u015f yapmak veya hatta m\u00fc\u015fteri geri bildirimi toplamak i\u00e7in kullan\u0131labilir. M\u00fc\u015fteri geri bildirimlerini e-posta ya da telefon g\u00f6r\u00fc\u015fmesi yoluyla alabilirsiniz. L\u00fctfen unutmay\u0131n, e\u011fer bu telefon tabanl\u0131 bir g\u00f6r\u00fc\u015fme ise, \u00e7ok fazla soru sorup m\u00fc\u015fterilerinizi rahats\u0131z etmek istemezsiniz. <\/span><\/p>\n

    Web sitesi:<\/b> M\u00fc\u015fteriler web sitenizi s\u0131k s\u0131k ziyaret ediyorsa, \u00f6rne\u011fin \u00e7evrimi\u00e7i bir perakende ma\u011fazas\u0131ysan\u0131z ve m\u00fc\u015fteri etkile\u015fiminin \u00e7o\u011fu web siteniz \u00fczerinden ger\u00e7ekle\u015fiyorsa, bu, m\u00fc\u015fterilerinizle ileti\u015fim kurman\u0131n yollar\u0131n\u0131 olu\u015fturacak en iyi m\u00fc\u015fteri istihbarat platformlar\u0131ndan biridir. Web siteniz hakk\u0131nda geri bildirim toplamak b\u00fct\u00fcnsel bir m\u00fc\u015fteri deneyimi yakla\u015f\u0131m\u0131d\u0131r. <\/span><\/p>\n

    <\/a>M\u00fc\u015fteri Zekas\u0131nda Uzmanla\u015fman\u0131n 3 Temel Yolu<\/strong><\/h3>\n

    1. M\u00fc\u015fterinin Sesi (VOC)<\/b>:<\/b> \u0130lk ad\u0131m olan m\u00fc\u015fterinin sesi<\/a>, m\u00fc\u015fteri girdilerinden gelen \u00f6nemli e\u011filimler ve tart\u0131\u015fmalar hakk\u0131nda ger\u00e7ek bilgi edinmekle ilgilidir. Bu, m\u00fc\u015fterinin sesi olarak bilinir ve m\u00fc\u015fteri, kendisine g\u00f6nderilen anketler veya soru formlar\u0131 arac\u0131l\u0131\u011f\u0131yla geri bildirimde bulunmakta \u00f6zg\u00fcrd\u00fcr. Buradaki sanat, a\u00e7\u0131k u\u00e7lu anket sorular\u0131<\/a> ve de\u011ferli girdilerini yakalamak i\u00e7in esnek ara\u00e7lar kullanmak da dahil olmak \u00fczere seslerinin duyulabilece\u011fi farkl\u0131 kanallar\u0131 ke\u015ffetmektir.<\/p>\n

    2. M\u00fc\u015fteri \u0130\u00e7g\u00f6r\u00fclerini ger\u00e7ek zamanl\u0131 olarak yakalay\u0131n: <\/b>M\u00fc\u015fteri i\u00e7g\u00f6r\u00fclerini yakalamak, i\u015finizdeki gri alanlar\u0131 anlaman\u0131za yard\u0131mc\u0131 olacakt\u0131r. Ger\u00e7ek zamanl\u0131 bir i\u00e7g\u00f6r\u00fc, i\u015fletmenin nerede \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 ve nerede \u00e7al\u0131\u015fmad\u0131\u011f\u0131n\u0131 g\u00f6sterecektir. Burada \u00f6nemli olan, m\u00fc\u015fterilerinizin son derece zeki olmas\u0131d\u0131r, dolay\u0131s\u0131yla bir i\u015fletme sahibi olarak siz de zeki olmal\u0131s\u0131n\u0131z. Bir m\u00fc\u015fteri olumsuz bir yan\u0131t g\u00f6nderdi\u011finde, sorun hakk\u0131nda daha fazla bilgi edinmek i\u00e7in otomatik bir e-posta tetikleyicisi olmal\u0131d\u0131r, bu sorunu hemen \u00e7\u00f6zmenize yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n

    3. M\u00fc\u015fteri Memnuniyeti Anahtard\u0131r: <\/b>Proaktif olun, m\u00fc\u015fteri geri bildirimlerinin kara delikte kaybolmas\u0131na izin vermeyin. M\u00fc\u015fteri memnuniyetini<\/a> kurulu\u015funuzun veya i\u015fletmenizin en \u00f6nemli par\u00e7as\u0131 haline getirin. M\u00fc\u015fteri geri bildirimlerinin sadece anlams\u0131z ka\u011f\u0131t y\u0131\u011f\u0131nlar\u0131 de\u011fil, kurumsal geli\u015fiminiz i\u00e7in de faydal\u0131 olmas\u0131na izin verin.<\/p>\n

    Yukar\u0131da belirtilen 3 yol, g\u00fc\u00e7l\u00fc \u00e7evrimi\u00e7i yaz\u0131l\u0131mlar kullan\u0131larak ger\u00e7ekle\u015ftirilebilir. Bu t\u00fcr yaz\u0131l\u0131mlar, kurulu\u015flar\u0131n ger\u00e7ek zamanl\u0131 m\u00fc\u015fteri anketleri yapmalar\u0131na, otomatik anket verileri toplamalar\u0131na ve m\u00fc\u015fteri memnuniyetini ve deneyimini \u00f6l\u00e7mek i\u00e7in sa\u011flam analizler elde etmelerine olanak tan\u0131yarak m\u00fc\u015fteri zekas\u0131na hakim olmalar\u0131n\u0131 sa\u011flar.<\/p>\n

    Daha fazla bilgi edinin: M\u00fc\u015fteri Anket Yaz\u0131l\u0131m\u0131<\/a><\/p>\n

    <\/a>M\u00fc\u015fteri Zekas\u0131n\u0131n Avantajlar\u0131<\/strong><\/h3>\n

    1. \u0130yi y\u00fcr\u00fct\u00fclen bir m\u00fc\u015fteri istihbarat sistemi ile bir kurulu\u015f, t\u00fcm m\u00fc\u015fteri etkile\u015fimini son derece ki\u015fiselle\u015ftirilmi\u015f olacak \u015fekilde de\u011fi\u015ftirebilecektir. Bu ki\u015fiselle\u015ftirme, m\u00fc\u015fteri memnuniyetini art\u0131racak, Net Tavsiye Skoru ve benzeri \u00f6zelliklerin artmas\u0131na yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n

    2. Bu m\u00fc\u015fteri memnuniyeti<\/a> d\u00fczeyi, benzersiz bir marka yak\u0131nl\u0131\u011f\u0131 yaratm\u0131\u015ft\u0131r. M\u00fc\u015fteri kayb\u0131n\u0131 azaltmak i\u00e7in g\u00fc\u00e7l\u00fc m\u00fc\u015fteri ili\u015fkileri kurman\u0131n daha iyi bir yolu yoktur ve bir i\u015fletme olarak m\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131 verimli bir \u015fekilde kar\u015f\u0131layabilirsiniz.<\/p>\n

    3. M\u00fc\u015fteri istihbarat\u0131, do\u011fru yap\u0131ld\u0131\u011f\u0131nda, t\u00fcm pazarlama \u00e7abalar\u0131n\u0131z i\u00e7in net bir g\u00f6r\u00fcn\u00fcrl\u00fck sa\u011flar. M\u00fc\u015fteri istihbarat\u0131 \u00f6ncelikle t\u00fcm m\u00fc\u015fteri yolculu\u011funa odakland\u0131\u011f\u0131ndan, hangi pazarlama faaliyetlerinin daha iyi m\u00fc\u015fteri ileti\u015fimi sa\u011flad\u0131\u011f\u0131n\u0131 takip edebilirsiniz.<\/p>\n

    M\u00fc\u015fteri \u0130stihbarat Yaz\u0131l\u0131m\u0131- QuestionPro Communities<\/strong><\/h3>\n

    Kapsaml\u0131 bir m\u00fc\u015fteri istihbarat yaz\u0131l\u0131m\u0131 ar\u0131yorsan\u0131z, aray\u0131\u015f\u0131n\u0131z sizi do\u011fru yere getirdi. <\/span>
    \n QuestionPro Topluluklar\u0131<\/span>
    \n<\/a> yapabilece\u011finiz bir m\u00fc\u015fteri istihbarat platformudur:<\/span><\/p>\n

    1. M\u00fc\u015fterilerinizi i\u015fe al\u0131n ve onlarla etkile\u015fim kurun.<\/p>\n

    \"g\u00f6r\u00fcnt\u00fc\"<\/p>\n

    2. Geri bildirimlerini ger\u00e7ek zamanl\u0131 olarak toplay\u0131n.<\/p>\n

    \"g\u00f6r\u00fcnt\u00fc\"<\/p>\n

    3. Sadece bir anket uygulayarak veya h\u0131zl\u0131 bir anket yaparak m\u00fc\u015fterilerin kurumunuzla olan deneyimlerini iyile\u015ftirin.<\/p>\n

    \"M\u00fc\u015fteri<\/p>\n

    4. M\u00fc\u015fterilerinizi i\u015finizi geli\u015ftirmeye yard\u0131mc\u0131 olduklar\u0131 ve d\u00fcr\u00fcst geri bildirimleri i\u00e7in \u00f6d\u00fcllendirin.<\/p>\n

    \"m\u00fc\u015fteri<\/p>\n

    QuestionPro Communities tek bir d\u00fc\u011fmeye t\u0131klayarak geri bildirim toplar ve verileri bir profesyonel gibi analiz etmenize yard\u0131mc\u0131 olur. Bu m\u00fc\u015fteri istihbarat platformu, m\u00fc\u015fterilerinizle etkile\u015fim kurmak ve onlar\u0131n endi\u015felerini\/\u00f6nerilerini\/geri bildirimlerini dinlemek i\u00e7in harika bir yaz\u0131l\u0131m arac\u0131d\u0131r. G\u00fcn\u00fcn sonunda, m\u00fc\u015fterilerinize sad\u0131k marka el\u00e7ileriniz olmalar\u0131 i\u00e7in ilham verebilir ve b\u00f6ylece <\/span>
    \n Net Tavsiye Skoru <\/span>
    \n<\/a>kapsaml\u0131 bir \u015fekilde.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

    \u0130\u00e7erik Dizini M\u00fc\u015fteri Zekas\u0131: Tan\u0131m Ba\u015far\u0131l\u0131 M\u00fc\u015fteri Zekas\u0131 Olu\u015fturma M\u00fc\u015fteri Yolculu\u011fu Haritalama Yoluyla M\u00fc\u015fteri Zekas\u0131 M\u00fc\u015fteri Zekas\u0131nda Uzmanla\u015fman\u0131n 3 Temel […]<\/p>\n","protected":false},"author":65,"featured_media":665779,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1200],"tags":[],"yoast_head":"\nM\u00fc\u015fteri Zekas\u0131: Tan\u0131m, \u0130lgili Ad\u0131mlar, Yaz\u0131l\u0131m ve Ara\u00e7lar | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri istihbarat\u0131, i\u015fletmelerin bireysel m\u00fc\u015fterilerle etkile\u015fime girmenin en iyi yollar\u0131n\u0131 bilmeleri i\u00e7in m\u00fc\u015fteri davran\u0131\u015f\u0131n\u0131 ayr\u0131nt\u0131l\u0131 bir \u015fekilde anlayabilmek amac\u0131yla m\u00fc\u015fteri verileriyle ilgili ayr\u0131nt\u0131lar\u0131 toplama ve analiz etme y\u00f6ntemi olarak tan\u0131mlanmaktad\u0131r. 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