Win for the best customer metrics!
November 25, 2024

Win for the best customer metrics!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Adobe Customer Journey Analytics

I used to use this tool to understand my customers touchpoints in our site. The data provided by this tool has helped me connect the dots between different teams - making optimization techniques a lot easier than usual!
Brining crisp data helps me decide faster, proactively engage in negative touchpoints to figure out rectifying ways.

Pros

  • I use this tool primarily to categorize my customers - segmentation option is a big plus!
  • AI driven data helps me curate different metrics together - Much easier to understand dependencies.
  • This tool not only helps the marketing team, but my customer success teams are also happy to know different touch points registered by customer.

Cons

  • I guess, the tool can have some guided implementation services inbuilt.
  • If reports go wrong, correction prompts can be included.
  • The option to create schedules to generate a summary of these reports team-wise, objective-wise will be helpful.
  • I have seen a huge difference in the profits invested for even penny - My profit percentage has improved by 13%.
  • Negative touchpoints were addressed and I was able to retain close to 71 customers.
  • In terms of optimization, found 2 key areas for improvement.
There's no guide required to be honest - It's highly user friendly and very less advanced configurations are found in the product. This stands as a strong reason for any team to pick this product.

Teams who are not tech savvy, they don't need to rely on any other team member to get their work done!
As mentioned earlier, Customer journey is tailored majorly for customer related data. With this being the fundamental setup, the product's design as a whole stands out as the best when it comes to metrics like churn, retainment etc., While other tools also provide best options for reporting, they look and feel complex - Also, they are a bit far from customer centric metrics.

Do you think Adobe Customer Journey Analytics delivers good value for the price?

Yes

Are you happy with Adobe Customer Journey Analytics's feature set?

Yes

Did Adobe Customer Journey Analytics live up to sales and marketing promises?

Yes

Did implementation of Adobe Customer Journey Analytics go as expected?

I wasn't involved with the implementation phase

Would you buy Adobe Customer Journey Analytics again?

Yes

The tool is appropriate for people who wish to get intricate details about customers. All the customer success teams can use this tool to see the bird eyes view of customer journey - Making the best out of these fantastic charts.

I guess, this will not be suitable for companies that work on Production or Manufacturing sides.

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