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Customer Experience Management
Winning loyal customers is no longer just about providing products with exceptional value and quality.
A basic version of the customer journey may look something like this:
Take a walk in your customer’s shoes and sell how you would want to be sold to. Giving your customer’s options, providing recommendations, offering free shipping, or having a clearly stated refund policy can all go a long way to creating a superior buying experience.
About 70% of buying experiences are based on how the customer feels they are being treated. (by McKinsey)
Once your customer has completed their purchase, the “after sales” experience can create true brand advocates.
About 89% of consumers have stopped doing business with a company after experiencing poor customer service.
How to improve the customer experience?
Delivering exceptional customer experience means knowing your customers. The better you know them, the more relevant are the offers you can deliver, enhancing loyalty and retention. You should therefore centralize all your customer interactions into one database. By using the right software CRM Solution you can do highly targeted customer interactions and provide offers based on your customers’ needs and preferences.
More customers and prospects are using social media to interact with customer contact centers. Consumers expect to be engaged by companies when asking a question or posting a complaint. Prompt attention to customer complaints, questions or comments on social sites provides a great opportunity to build better customer relationships with social followers.
Customers want to feel like they are dealing with the same company, regardless of the channel. Each and every channel experience should be stamped with your unique brand image. By connecting each of these cross-channel interactions, the best experience can be delivered no matter where your customer is on the buying journey.
Truly successful customer experience program begins with a company-wide customer focus. Listen to your customers and then empower your employees with that information.
via this useful tool by SAP Hybris.
According to Harvard Business Review company must define and understand all dimensions of the customer experience management (CEM) in order to have long-term success – 10% increase in customer retention levels result in a 30% increase in the value of the company.
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