Customer at the hear
In todays’ world, your customers expect businesses to adopt a digital-first and mobile-first approach to their services. The digital era has transformed the customer experience on multiple levels where several digital touchpoints exist for people interact with your brand and services. The key is to manage your existing and potential customers throughout this eco-system and anticipate their needs and actions in advance.
CX and Design in tandem
80% of people state that they would switch to a competitor after more than one bad experience.
Brands need to adapt and learn fast or be at risk of being left behind. There is a constant risk of losing customers to competitors that place customer relationship technology within their technology stack. So, what can you do to avoid them making this switch?
Start by asking yourself some questions:
- Are you struggling to keep up with your clients or are you losing business because you forget to reach out again during their available time-slot?
- Is your customer data stored on various excel sheets, maybe in shared locations or shared via emails across departments?
- Are your sales, service and marketing aligned on their strategy and pulling in the same direction?
- Do your service teams know what marketing or sales initiatives are being run?
- Do your employees need to carry out repetitive, administrative tasks regularly?
- How do your employees ensure they reach out to their customers at the right time with the right conversation?
- Do your sales agents spend enough time on the “warm” leads or too much time on the “cold” leads?
- Can you customers reach you via their preferred channel and receive a timely response?
- Does management have the full picture of the business? Are they able to forecast new opportunities, visualize where their employees are spending most time, understand whether the marketing initiatives are focused on the right topic? .
This is where a Customer Relationship Management (CRM) system can have a positive impact on your business. A CRM will support your team in delivering the right experience to your customers and partners by reducing the silos which exist across departments, all while ensuring data is only accessible by those who need it. It will also provide you with in depth understanding of your customer behaviour through metrics and reporting. So, as you evolve your business, you do so with your customer at the heart of the services and products.
How can we help you?
Deloitte is with you throughout this journey, we have a dedicated team supporting clients with their transformation, ensuring that the right team of professionals are positioned in front of the business from day one. Our team is made up of certified and experienced consultants and developers focusing specifically on CRM technologies and digital transformations within the local market.
Together with the business, our professionals wil come in to understand your business and by speaking to management and end-users dive into pain-points, business processes, analytics and business architecture. Through this, we will be able to provide you with recommendations on how you can achieve operational excellence and streamline your processes supported by a CRM.