Turning Data into Wins with Customer Insights
- WelcomeHome
- 3 days ago
- 3 min read
At WelcomeHome, our mission extends beyond providing a leading CRM. We’re about empowering senior living and home care communities to provide superlative service. A cornerstone of this commitment is our dedicated Customer Insights team. Led by VP of Customer Insights, Maggie Seybold, the team serves as the analytical backbone that transforms millions of data points from communities nationwide into the strategic intelligence our clients need to thrive in an increasingly complex and competitive market.
What Does the Customer Insights Team Do?
The Customer Insights team acts as WelcomeHome's strategic data hub. They don't just collect data—they decode it, revealing the hidden patterns and emerging trends that can make or break a community's growth trajectory.
Every day, anonymous, aggregated data flows through our CRM from thousands of communities. Our team transforms this information into:
Data Aggregation & Analysis: Compiling and processing anonymized data from across the WelcomeHome platform.
Trend Identification: Spotting emerging patterns in occupancy, lead sources, sales performance, and operational efficiency.
Benchmark Reporting: Producing quarterly benchmark reports (like the Quarterly and yearly reports you may have seen!) that allow communities to compare their performance against industry averages and top performers.
Strategic Recommendations: Translating complex data into clear, actionable insights and best practices for sales, marketing, and operations teams.
Customer Advisory: Working with individual clients to help them understand their data within the broader industry context.
Key Accomplishments and Impact
Our Customer Insights team has fundamentally changed how senior living communities operate by providing unprecedented market visibility:
Establishing Industry Benchmarks: They've pioneered comprehensive quarterly benchmark reports, offering the industry's first truly aggregated view of performance metrics. This allows communities to move beyond anecdotal evidence and make data-driven decisions.
Revealing Critical Market Shifts: From identifying the post-COVID baseline for occupancy to analyzing the declining effectiveness of certain lead sources (like aggregators) and the rising importance of professional referrals, their insights keep clients ahead of the curve.
Highlighting Operational Best Practices: Their "Data Drop" features, like the recent findings on Executive Director follow-up post-tour, directly translate data into concrete strategies that improve conversion rates and resident satisfaction.
Empowering Sales & Marketing: By showing which channels are converting best and how engagement rates impact move-ins, they provide sales and marketing teams with the intelligence needed to optimize their efforts and allocate resources effectively.
Looking Ahead
The Customer Insights team is continuously evolving, with ambitious goals to further enhance the value they provide:
Deeper Granularity: To improve intelligence about the end customer to uplevel industry sales processes.
Personalized Insights: To deliver increasingly personalized data insights directly to clients, highlighting areas for improvement specific to their community's performance.
Expanded Scope: To integrate insights from new data sources, sales and marketing tools, and integrations (like EMRs and property management systems) to provide a more holistic view of the resident journey from initial inquiry to long-term care.
“The scale of data we're working with is massive; millions of interactions across thousands of communities. Our team cuts through the noise, turning those millions of interactions into insights that give operators the confidence to act. That’s when data stops being abstract and starts driving change.”
In an industry where margins matter and every resident counts, the WelcomeHome Customer Insights team ensures you're not just keeping up with market changes, you're staying ahead of them. With the power of aggregated industry intelligence at your fingertips, you can move from reactive decision-making to strategic market leadership.
Ready to transform your data into your competitive advantage? Connect with our Customer Insights team to discover what your community's data story reveals.
