As the surge in cyber shopping and social media influence on buying decisions has proven to retailers, the landscape for those selling goods and services has altered dramatically in the past few years. No longer do companies have the opportunities interact face-to-face with their customers or even communicate with them on the phone.
To compete in the new paradigm, companies that understand the rapidly evolving manner in which consumers, influencers, and companies share information are quickly adopting subscription-based revenue models to measure customer experiences and predict business growth will be the ones that survive and thrive.
Those who utilize this type of customer success platform are developing and maintaining valuable loyal customer relations. Whatever business a company is involved in, relationships are key to success. To develop meaningful and loyal relationships, companies need to understand the user behavior of their customers and they need to engage them and anticipate their future needs.
To achieve customer success, companies must monitor customer health indicators and chart a course for correction so they can identify and drive new revenue opportunities. They also need to uncover customer needs to prevent user frustration, and they need to speak to customers when and where they are most likely to listen.
When a company follows these tenets, they can accelerate a customer’s journey from adoption to advocacy, thereby assuring their customer understands and appreciates their value proposition, which will optimize the company’s return on its investment.
Many technology platforms, such as Salesforce, Zendesk, #Slack and Gainsight have made the job of organizations and their sales associates easier, but to fully integrate these platforms and make them applicable to a business, there must be meaningful analysis and then action to enhance or correct where a company is succeeding or failing in meeting its customers’ needs.
B2B platforms, such as UserIQ, serve more than to provide messages and alerts to customers by empowering companies to foster growth. They aid with on boarding and retention and boost expansion and advocacy by combining user intelligence, targeted engagements, and customer health to give customers what they need to be successful at any stage of their business.
The most savvy and wisest of companies are adapting quickly and utilizing the latest technology that synthesizes and analyzes big data into usable information that can help them to keep their customers and encourage their customers to not only stay loyal but to spend more and become advocates and bring new leads to the company.
For any company that has looked for solutions to counter churn, these innovative technologies are helping companies to focus on excellent customer service, production and improvement of their lines of products and services, and a better bottom line without guesswork.
As entrepreneurs and consumers move into a new era of how we buy, we are transforming the ways that we decide what and from whom to buy, companies that are adopting technology platforms will lead the way to better products and services and a better buying experience for everyone.