Customer’s usage of your product

"For what purpose are you using my product?" is my favourite question to my customers.

For example:

1. If you are selling an ultrasound medical scanner, is the product used more for obstetrics or a general abdomen scan
2. Where is the high-end TV used? Homes, hotel rooms or restaurants?
3. Who is using your software product? Student, industry or professionals?
4. If you are in the power equipment industry, you need to track the systems integrated with your product

Over time, these kinds of data give you the power to make decisions like pricing your product, focussed campaigns, and new product offerings.

Somebody whom I know sells video surveillance solutions, the primary intent of the product is security. He was surprised when his customer, who owns a retail clothing shop, told him that the surveillance solution helped him work from home. The system captured audio and was able to give real-time feedback to the salesperson.

 This information gave the security systems integrator to change his marketing campaign for retail shop owners.
 It is these kinds of analytics that a company should arm itself to sell more. A CRM product, though costly, will become priceless if it churns out such data.