Understand and satisfy customers, ideally improving your expectations, is a priority for any company, regardless of its size and sector. Nowadays, a global engagement strategy with the end user or consumer becomes a competitive advantage for those institutions that give it due relevance.
Finding a solution that improves the customer experience means responding to a need that responds to the changes experienced in the evolution of the consumer profile in recent years. To respond to these new demands, consequence of digitization and the consequent increase in contact channels, companies should think in terms of omnicanal and integrate the client into its global strategy.
Target: get the most out of the customer experience
When the the customer uses different channels the contact expects a homogeneity that does not always occur. Investing in global customer engagement means implementing a solution to satisfy that logical desire to have access to homogeneous services.
To get a coherent answer On the different channels, the commitment and training of human resources is essential, but it will be of little use without the necessary technological support. A computing solution oriented to this vision will allow, among others advantage, have reliable information, agile and timely o, as an example, work in real time for immediate attention, as well as the creation of personalized offers.
O, Let's say, identify key trends when it comes to driving sales, attract and retain customers. If he Big Data is a great challenge, it also represents a great possibility to achieve comparative advantages that improve billing.
In summary, making the most of the user experience today has become a key piece of success Of a company, because only with it you can customer-centric strategies. This requires a comprehensive view of customers, consistent for the entire organization, systems and local environments, in the cloud and hybrids, since only one data initiative oriented to this end makes it feasible.
Tangible business benefits
In reality, implementing a global customer engagement strategy that does not focus on information is currently inconceivable. Quite the opposite, is he data enhancement the one that enables make the most of processes Y, in practice, its application in different areas, like marketing, sales or customer service, substantially favors the fulfillment of commercial objectives.
Specifically, Taking advantage of the potential of data in this type of strategic initiative enables us to report benefits like the following:
- marketing impulse: Assuming marketing and IT must come together to develop a coherent global strategy for the customer, a solution geared towards global customer engagement will pay off. In summary, it is about achieving excellence in marketing thanks to an integral vision of the client that allows us to know and understand them. Thanks to access to reliable data at the right time, we will be able to carry out sales analysis with quality data and also offer valuable offers supported by a customization that facilitates the implemented response. Among other advantages, we achieved an increase in closing and conversion rates, decrease in the costs of attracting and contacting customers, improving your retention or, among other advantages, shortening the time to market.
- Sales: Sales teams, decidedly, need a global view of customers to achieve revenue and account goals and, Besides, higher productivity. Global customer engagement improves collection and billing, increases margins by erasing errors in transactions and facilitates the expansion of territorial coverage thanks to greater precision of market size.
- Customer service: The improvement in the attention allows a good follow-up of each one of the clients, determine rhythms in your care (prioritize or relegate to the background), determine strategies for both active and inactive clients, reduce contact costs and, among others, a parallel increase in the productivity of the department.
- IT efficiency: In summary, maximizing the value delivered by the IT department translates into business benefits ranging from lower IT operating expenses to better critical decision making, at the same time to make the most of both internal and external operations thanks to the aforementioned benefits.
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