Trends in Customer Experience: Data-Driven Customer Strategy
To compete in this new environment, one need to have a data-driven customer strategy. The data flood has vast potential for businesses, but is coming at unequal volume, variety and speed. The question comes, “How do you know what data to capture?”. How can you develop the insights from it? What things can exactly be done with those insights, so that the customer experience could improve? How fast you can grab? The studies documented by Oracle states that 60 percent of companies are yet not ready to address these challenges, and 97 percent are required to change their data strategies.
There are mainly three critical elements involved in a successful, data-driven customer strategy. These are:
A modern data platform
Customer information discovery
Rapid operational integration.
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There should be an implementation of a strong technology foundation. One should develop a single platform to handle both structured and unstructured data sources. The consolidation of the system should be properly done and ensures high-speed inter connectivity between the rest of the system. Also ensures that the data is ready on-demand, on any device, and highly secure.Customer Information Discovery
It is very censorious to have a proper structure of the process which is used to grab the insights from the data. Set-up the data discovery actions based on your business strategy. Moreover, you can also secure the tools and capabilities, mandatory for data discovery like: data analysis and data visualization.Rapid Operational Integration
Consolidate the new data causes to operational processes, and make sure about the new insights that margin to real improvements to the customer experience.Strategies For Adoption
Here are the best practices documented for designing and implementing a strategic plan for the new generation mobile sales force and mobile-minded executives:Organize A Mobility Audit
To meet the business requirements, resulting in disparate infrastructure, network providers, mobility contracts, devices, provisioning policies, payment practices, and user applications, the enterprise mobility has been diplomatically evolved in silos. An audit shows the opportunities to systematize and rationalize mobile technology and applications to cut down the complexity, lower costs, and gain the compatibility and communication over the enterprise.Note Mobility Requirements And Priorities
One should act to review sales processes to know which could be made faster, more efficient, or even wiped out with mobile capabilities. For occurrence, the efficiency to instantly update and circulate marketing messages, sales campaigns, product features and price lists via a mobile sales application would instantly delete an outdated information from the marketplace. These things will help to reduce mis-communication to customers, remove sales order errors, betterment of sales and marketing productivity, and reduce print and delivery costs with the reduction of paper sales binders.
There is a requirement of proper understanding of the network availability and online/offline abilities sales. To use the mobile sales applications for customer presentations, the requirement of high level availability is necessary. Moreover, there is also a requirement of offline and sync capabilities to the sales people, who are working in remote locations. Because, where the sales people work, the network access is very rough.
It’s mandatory that you understand the needs by user group. There is a chance that some people may not allowed to access to confidential information, such as product efficiency or profitability.Develop And Implement A Strategic Sales Mobility Plan
Focus on the plan by enabling the mobile sales priorities recognized in the sales operations review, focusing first on efficiency partnership and communication requirements. You need to make sure about the plan labeled any different technologies or policies identified in the mobility audit. You should not think about the needs of today, but of the future. Like the mobile sales solution are now restricting the organization capability today, so that the capabilities can be extended for the generation of new applications in the future.
For the better productivity, you have to take a 360-degree view of the firm when the mobile sales plan is created. Involve with you the senior management, human resources, legal, operations, as well as sales users and IT, to develop the mobile sales priorities and standards, which will help you to ignore the unnecessary delays and also in removing the risk of “under the radar” mobility projects across the firm.