As we’ve discussed in previous posts, customer success is a key part of the modern buyer’s journey. Even with signed contracts and revenue, organizations must still continue to add value to the customer experience.
We discuss the art and science of customer experience with our customers on a regular basis, walking them through available technologies and best practices to guide them through an ever-changing landscape. By adopting and mastering these elements of customer experience, organizations move closer to earning a greater share of the market and retaining their status as a trusted advisor.
Here are some of the concepts we discuss:
- DevOps and Continuous Deployment: Customers demand more than ever out of their technologies. An application that crashes too often or isn’t updated enough will lead to an exodus of users. DevOps, a philosophy urging continuous innovation, deployment, and communication, closes the gap by pushing updates on a regular basis to ensure customer satisfaction.
- Storage in the Cloud: Data is the driving force for businesses and customers. Not having a backup or storage plan costs businesses up to $4 million, and that doesn’t count the lost trust and market positioning. Ensuring security and having a backup plan is one of the best investments an organization can make.
- Cognitive Intelligence: An emerging aspect of customer success is cognitive intelligence, which drives customer insights. Led by solutions including IBM Watson, cognitive intelligence helps deliver the right business solutions to customers through contextual data. This area is expected to grow by 27% through 2020 and truly unleash the potential of big data, according to research firm Forrester.
- Business Process Management: On the back end, business process management also plays a part in customer success by offering the necessary hardware and software that tie legacy and modern technology together. No matter how long a customer has been with an organization, being able to extract the right information to get the job done makes a difference.
Own Your Success
Are you exploring how customer success technologies can drive your organizational growth? Reach out to us for an initial discussion at email@example.com and download our portals guide for even more industry insights around maximizing customer experience.
Learn more about our IBM practice.
Today’s organizations must be more connected to their customer than ever. As the buyer’s journey evolves, leaders must also adopt the right technologies to influence positive business outcomes. This post is a part of a series focused on helping enterprises develop the necessary strategies and best practices to better connect with their customers. Check out the other blogs in this series.