All in Customer Experience
8 Reasons Your Business is Losing Money Despite Revenue Growth
If your company is growing, the line on your revenue graph is going up and to the right, yet, the business is losing money, you’re not alone. Figure out why this is happening and then look to these critical areas for the potential money leaks.
Aha Moments uncovered with Personas!
Bring your personas to life by actively incorporating them into conversations and decision making. Jeff Bezos' Customer Chair is a visually compelling way to get every meeting participant and every discussion to reference customers.
Not all Customers Are Profitable Customers
It's important for a company to perform customer reviews, which are similar to vendor reviews you might do on a periodic basis
One Strategic Step For Data, One Important Step For Customer Experience
Multiple sources for the same type of information and dirty data often undermine the best efforts to have a single-source of the truth for master data, a 360° view of our customers, vendors, partners and/or suppliers. Nothing sabotages customer experience like getting the wrong information when calling in for support or checking an order online.
Ensure Your ERP System is Reducing Friction along your Customers’ Journey
An enterprise resource planning (ERP) solution isn’t just good for your business, it's also good for your customers. With the right ERP system in place, you will be able to improve your customer's experience across many touchpoints on their journey. To reduce friction negatively impacting customers, you must first understand and map their journey.
Improve Customer Experience with ERP
ERP is a Customer Experience (CX) enabler. ERP supports the ability to deliver an order correctly and on time as well as the services supporting the initial customer purchase - returns, repairs, invoicing and Accounts Receivable.
CRM can be Pivotal to Improving Customer Experience
Modern CRM offers a more efficient way to manage sales, marketing and customer services. With customer-centric processes supported by CRM, users can gain greater visibility into interactions and transactions across the customer journey. This, in turn, strengthens customer relationships. Over half of CRM implementations fail, yet companies that succeed experience improved revenues, productivity and customer satisfaction. Maximize the return on your CRM technology investment with these important steps.
CRM can Advance your Customer Understanding
CRM solutions offers two-pronged improvement for both the internal employee experience and the customer experience. Capitalize on these opportunities to improve end-to-end experience by journey mapping both experiences, then deploying a (or improving a currently deployed) CRM solution to provide the most customer-relevant improvements.
Can Poor Master Data Management Sabotage Customer Experience?
Master data management (MDM) may feel far removed from Customer Experience (CX), but it plays a significant role in the customer journey and experience. As companies add channels of engagement (self-service, social, etc.), the need for MDM grows and the potential to impact CX grows.
Improving the Customer Journey...from filling potholes to repaving the road
Customer experience doesn't end after the marketing brand promise has been made or the sale is complete. One weak touch point can negatively impact the customer's entire perception. Broken processes, un-synchronized systems, bad data, and outdated policies can all create potholes along the Journey.
Is Customer Friction getting you Fired?
Catastrophic breakdowns along a customer journey happen. And, we usually aren't surprised if we're fired as a result of a significant failure to deliver. But, what about the customers that fire us when there's been no significant negative interaction?
Inventory Optimization can Make or Break Customer Experience
Inventory optimization opportunities to improve customer experience range from fine tuning of existing inventory management strategies to deep organizational changes. Organizations can improve operating processes and information flow to streamline inventory management, reducing overhead and improving cash flow.
Poor Accounts Receivable experiences can negatively impact CX
Good business processes are the cornerstone to a well-run accounts receivable group and a positive experience for your customers. Making accounts receivable a customer friendly experience will pay back big dividends.
Can Business Processes make-or-break Customer Experience?
The most efficient and well-executed business processes cannot guarantee Customer Experience success! Business processes must be aligned with customer wants, needs and expectations, and they must deliver in a way that customers appreciate.
Why you need a Customer Advisory Board
Business is personal. Developing deep relationships with top tier customers is critical in today's fast moving, highly-competitive business environment. Frequent, deliberate discussions with key customer executives helps build the type of relationships that deliver clear benefits:
Customer wants and needs: validate and innovate
It’s important to have mechanisms in place to listen for customer wants, needs, and expectations. They are ever-changing at different times and paces for each customer type and segment. Many companies have found a comfortable cadence listening to customers with surveys at 1-2 interaction points in a customer’s overall experience (example: post-purchase & post-customer service). There are more opportunities and other vehicles.
Data can Drive Increased Customer Acquisition and Retention
You have many opportunities to create relationships and stickiness with your customer base, but providing a consistent experience can be tricky. You need to use data to understand pain-points and develop a process to monitor progress, adjusting as necessary. Design an experience that meets the wants, needs and expectations for your ideal customer segment. It’s all about data, prioritization and focus.
New Blog Series: Improving the Customer Journey
If your organization is struggling to understand how to deliver an optimal customer experience, it is vital to start thinking about the entire journey from beginning to end. If any aspect of your organization (team or channel) is delivering an inconsistent experience, you risk undermining the great experience provided elsewhere and losing valuable customers.