Digital Customer Experience Management
The world is changing – and with it, our needs and demands. In the digital age, customers mainly expect transparency, simple processes and close dialog. So far, so challenging for companies. But the world being in a state of change also offers decision-makers unprecedented opportunities to gain high-profile customers over the long term and improve a company’s own sales performance. The doorway to this world is known as digital customer experience management.
FOUR CORE PROJECTS FOR TODAY AND THE FUTURE
In practice, digital customer experience management comprises four elements: the digital customer journey, the digital user experience, digital touchpoint management and omni-channel management. All companies that sell products and services will make these elements their core projects today and in the coming years, if they want to be future-oriented and use digitization to develop further.
Successful sales organizations are taking matters into their own hands and organizing a customer journey from the perspective of the customer. The journey precisely defines which channels are used at the different touchpoints between customers and companies and when proactive signals from the company are to be employed. Focusing customers’ digital habits and applying new digital opportunities in a targeted manner have long since become mandatory sales tasks. Those who are familiar with the path of the customer to the product can use this data to increase sales performance.