Which KPI is most valuable for this analysis?

The company prioritizes identifying trends and patterns in customer behavior .

Which KPI is most valuable for this analysis?
A . Contact Reason Categorization
B . Peak Volume Hours
C . Customer Journey Mapping
D . Case Resolution Trends

View Answer

Answer: C

Explanation:

Customer Journey Mapping is the most valuable KPI for identifying trends and patterns in customer behavior. This approach involves tracking the different stages a customer goes through in interacting with the organization, from initial contact through various touchpoints to resolution or purchase. Mapping the customer journey provides comprehensive insights into customer preferences, behaviors, and pain points, which helps in understanding how to enhance the customer experience effectively.

Reference: https://help.salesforce.com/articleView?id=sf.mc_overview_journey_builder.htm