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Mastering Customer & User Experience

September 14, 2017wizard

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!

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