Are you powering your business through relationships? LinkedIn, Facebook, Amazon & Apple have successfully used this strategy. So can you.
Over the last few years, we have seen a seismic shift in technology and the use of digital services, understanding your customer has become more important than ever before. Digital has meant the removal of boundaries, business is no longer constrained by a ‘bricks and mortar’ product centric model but is built on a customer centric approach using multiple communication channels. This Omni channel approach means your customer can communicate with you in multiple ways from wherever they may be in the world using multiple technology types.
Understanding relationships are key, how your customer prefers to communicate with you, which device types are they using, are all considerations needed when delivering the right experience.
Understanding relationships have meant that data analytics tools have become more important than ever. Some of the world’s largest enterprises such as Apple and Amazon are leading the way using predictive analysis to tell the customer what they need before they even realise or making suggestions based on purchase history, can increase the up and cross-sell.
But with this seismic shift has brought change, no longer is this type of software just for larger enterprises, SME’s now have the power to compete better than ever before, using tools to create powerful solutions. The flexibility of the cloud with SaaS services has meant SMEs can now collect and harness the power of the data they collect across their business activities.
With some larger businesses constrained by legacy software, now is time for the SME to show off their agility and flexibility in delivering enterprise-class solutions with the best customer service.