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.
All tagged CustomerJourney
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.
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 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 Broken processes, un-synchronized systems, bad data, and outdated policies can all create potholes along the Journey.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?
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.
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.