Best in class companies in Customer Experience Management enjoy 59% greater average customer margin and 57% greater annual improvement in customer retention rate while best in class companies in Communication Management enjoy 63% greater year-over-year in annual company revenue (2016 & 2017 Aberdeen research).
Equally employee productivity and employee retention are highly influenced by application user experience.
Only, since you have a legacy things are not that easy to change.
Download here Aberdeen’s “CEM Executives Agenda 2017: A Data-Driven Approach to Delight Customers” report.
Some food for thought regarding go-to-market strategies:
- Make your customer dream using Augmented or Virtual Reality Technology
- Focus on experience with personalization of products and services
- If you are in services business, make your service outcome based. For example by offering relevant additional services
- Dematerialize and sell As a Service
Prepare for providing your customer a great experience by not only knowing his profile but also by knowing where he is in his individual journey.
Maybe consider to:
- Manage expectation levels by providing insight in backend service through front to back integration
- Tailor your user engagement to device, location and moment
- Empower your customer by providing smart chatbot services
- Make your services truly integrated omnichannel
While preserving your investment in your legacy systems, Innovation Unplugged, a joint initiative of Cronos Group and SAP partner Flexso, can make this happen with SAP Leonardo and the SAP Cloud Platform.
Learn how YOU can benefit from fast-paced technology innovation!
Engage in our SAP Leonardo & SAP Cloud Platform discovery workshop, tailored to your business requirements!