Define Your Customer Journey ASAP (2 Key CRM Solutions)
Gartner estimated that nearly 90% of companies expect to compete mostly on the basis of customer experience in 2017. Consumers spend at least 50 percent of their shopping time researching products online. They form an opinion about desired products and services before ever engaging with the brand or retailer through traditional channels.
What Is Customer Journey Mapping?A customer journey map is a visual representation of every experience your customers have with you. It helps to tell the story of a customer’s experience with your brand. At first glance, a customer’s journey is pretty simple. You offer something, they buy it. But once you get into the detail, customer journeys are quite complex and come in many varieties.
Your customers can come into contact with your business in a many ways and from many different starting points. For example, marketing, referrals, search, social media, customer service enquiries and above-the-line campaigns. No doubt you want to make every experience a customer has as good as it can possibly be. So to make sure no interaction slips through the cracks, you need to map out every touchpoint or experience along the customer journey.
A map helps you step into your customer’s shoes and see your business from their point of view. It builds and shares knowledge in your organisation about what your customer needs at various point on the journey. The benefits of creating the map is that it:
- helps you see where customers interact with your business;
- focuses on particular customer needs at different stages in the buying funnel;
- identifies whether the customer journey is in a logical order;
- gives an outside perspective on your sales process;
- shows the gaps between the desired customer experience and the one actually received;
- highlights development priorities;
- allows you to concentrate efforts and expenditure on what matters most to maximise effectiveness.
SAP Hybris – make the most of every customer interaction through precise insight into customer. SAP Hybris offers you the insights and flexibility you need. It covers five main areas: – e-commerce, marketing, billing, sales and service.
What CRM Solutions to Use?
Salesforce – provides SaaS applications for sales, marketing and customer service. Salesforce Marketing Cloud helps you build and manage personalized customer journeys. Use predictive intelligence to deliver timely, relevant content. Deliver simple or complex journeys for every individual, no matter the size of your customer base.
Experts Will Advise YouAnodius is an official SAP as well as Salesforce partner. We have a team of professionals ready to advise you with the design, implementation, upgrade and solution end-user training of the selected CRM solution.
Rastislav Kupka, Partner – Business Development