Our i2i workshop series follows SugarCRM’s recent announcement about a “reimagined” vision of CRM, one that fuses Customer Journey Mapping with CRM.Continue Reading...
Archives For Customer Experience
As today’s marketplace becomes more and more competitive, it becomes harder and harder to compete based on the old standards: price and product features. Customers today simply have more choices, and are more knowledgeable than ever thanks to the web and social media. The best way to stand out in business today is by offering a superior experience for every prospect and customer.
But, how can you ensure you are providing the best possible customer experience? One method is to align your internal business operations with the typical lifecycle of your customers. This can be done through what is called a “customer journey exercise.”
By mapping the customer journey, any organization can identify how a customer typically goes about making a purchase decision with the company. And, these exercises can help identify internal gaps where the organization is not meeting the expectations of the customer. But how do you turn your customer journey map into the actions that will transform your business?
Join us on February 18th for an informative webinar from SugarCRM and Phil Winters, the head of CIAgenda and a “Customer Perspective Champion,” and “Data Whisperer” with decades of experience helping hundreds of organizations better align their operations with the customers’ perspective in mind.
In this webinar, Phil and SugarCRM Vice President of Product Marketing Karen Hsu will outline the reasons why mapping the customer journey can have a huge impact, illustrate some basic steps to get started, and provide some success stories of organizations which have effectively mapped their customers’ typical journeys.
If your organization has customers, and it has yet to undergo a customer journey exercise – don’t miss this opportunity to learn from the experts! To join the webinar, simply click HERE to register.
Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will focus on the most important aspect of your business: the customer, and how to create and maintain a culture that puts them at the center of your business. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.
Businesses are beginning to understand that becoming customer-centric can enable their employees to deliver an exceptional and consistent customer experience. In today’s ever-changing landscape of technology, consumers have nearly an infinite amount of channels they can use to reach you for service and support.
Customers are increasingly frustrated with the level of services they experience: 91% because they have to contact a company multiple times for the same reason, 90% by being put on hold for a long time, and 89% by having to repeat their issue to multiple representatives. (Accenture Global Consumer Pulse Survey)
Do you have a plan in place to make this transformation? The following articles offer a starting point to jumpstart your journey to becoming a customer-centric organization.
5 Steps To Create And Sustain Customer-Centric Culture
Forrester’s Sam Stern outlines in 5 steps how to create and sustain a customer-centric culture from securing executive buy-in to embedding customer-centric principles throughout the organization. This is an abridged version of Stern’s full report on how companies can transform their cultures to be customer-centric.
Six Ways to Become Competitively Customer-Centric in 2014
As today’s marketplace continues to evolve, business owners are conscious of the newfound expectations customers have set out for them. “Companies that are able to place the customer at the center of their strategies will undoubtedly beat out the competition.” – Greg Lloyd
The Evolution of Customer Service: Adapt and Adopt or be Left Behind
Customer service expert and SugarCon Keynote Speaker Shep Hyken takes you through the evolutional journey of customer service and support from his own experience. Catch him at this year’s SugarCon!
We hope you enjoyed this week’s edition of our Weekly CRM Roundup. You’re equipped to ignite your organization to extraordinary customer experiences.Got ideas for other great articles and topics we should include in future CRM Roundup posts? Let us know in the comments below!