The path to customer loyalty with SAP CX
The growing technology landscape has increased access to customers from far and across the globe attracting investors’ interest to venture into different business streams. Few of these technologies have also paved way for new streams altogether. All of them understand the value of well-engaged and satisfied customers and their contribution to business growth. McKinsey’s study on CX has revealed that companies that delivered a good CX often noticed a growth in sales by about 15 percent and ended up paying 30 percent less on serving costs.
Businesses that operate with a traditional engagement mindset find it challenging to retain customer attention and interest. The demand for a virtualized experience poses roadblocks for unversed business stakeholders. What are the challenges en route winning & retaining customer loyalty? How can companies overcome them to effectively engage their customers? Let’s explore the answers to these questions here:
Identifying customer engagement challenges:
Just like trend awareness relates to demand fluctuations, customer outlook awareness is key to enabling impactful CX. Complete awareness of business clients and how their preferences are emerging while engaging with them is key to altering the product and/or service portfolio. It is also essential to communicate the change by showcasing the effort and not just the result – this allows them to connect with customers about the business offering. How to showcase and communicate?
Enabling omnichannel engagement to interact with customers where they are rather than forcing them to align with business-specific platforms helps drive contextual and continued engagement. By streamlining the engagement to keep it consistent yet delivering it on multiple channels for sales, marketing, customer support and so on - businesses derive the best of both online and offline interactions.
Finally, businesses must step away from a fixed viewpoint and navigate the B2B sales reality. As the sales team interacts with multiple members of the customer team at various touchpoints, they must declutter the information and identify the requirement clearly rather than proceeding with presumptions.
Building customer loyalty with the intelligent capabilities of SAP CX:
Built to encompass marketing, sales, and service sections, the SAP CX portfolio serves the business interests that enable the best CX for customers of different streams and offer the flexibility and customization to tailor the experience. Maximize the engagement thus improving conversions with,
- Solutions to capture, categorize and convert customer data into meaningful insights about their preferences without exceeding privacy regulations.
- SAP Service cloud integrations use insights derived from understanding the complete life cycle to help deliver personalized and fast-paced services.
- SAP Emarsys which can be leveraged to deliver customized interactions with clients of different sizes to keep the engagement alive thus helping moderate marketing campaigns from time to time.
Chart a course for strong customer relations by earning and retaining their loyalty with SAP CX. Partner with an implementation expert that understands how the solution fits with the business priorities.
Exalogic Consulting
Exalogic Consulting has pronounced industry expertise and implementation experience delivering successful SAP CX cloud integrations that enable sales, marketing, service, and customer data management and molding them to suit business.
