The customer is still the star
Want to know what best determines long-term success no matter what business you’re in? It’s not a trick question. The answer is obviously customers.
More specifically, your business achievement will rely on excellent customer engagement that’s built on:
- Continuous and healthy customer acquisition
- High customer satisfaction
- Rock-solid customer retention
Of course, this makes perfect sense and you don’t need an MBA to know it. However, the obvious path to success is not as easy as 1,2,3. And success isn’t always sustainable as change is constant and adjustment and recalibration are needed to be done frequently to stay on top, or at least, competitive in any industry.
Enhancing customer value with digital transformation
In the current economic climate, every business with ambitions—except for maybe the mom-and-pop roadside fruit stand—is trying to join the digital transformation revolution.
“Digital transformation is the process of using digital technologies to create new — or modify existing — business processes, culture, and customer experiences to meet changing business and market requirements. This reimagining of business in the digital age is digital transformation.“
Salesforce
Marc Benioff, chairman and co-CEO of Salesforce says, “Every digital transformation is going to begin and end with the customer, and I can see that in the minds of every CEO I talk to.” Therefore, the ultimate business goal within digital transformation is to enhance customer engagement (acquisition, experience, satisfaction, and retention) to propel company growth and increase competitive power.
Clearly, excellent customer engagement is the most important metric for measuring business performance and digital transformation success. The foundation of digital transformation success rests on investment in technologies like SNAPsolution(R) – a unified communications platform that helps create a highly connected and collaborative workplace.
SNAPsolution is the flagship product of NetSapiens’ open API-driven integrated cloud communications, collaboration, and contact center tools that boost customer engagement. These products and their broad range of capabilities are the basis for a work environment that leverages employees’ diverse skills and expertise to enable an excellent customer journey.
In a white paper recently released by Frost & Sullivan, the consulting firm surveyed companies and found: 68% of UCaaS buyers say that all-inclusive capabilities are crucial to their purchasing decisions. One can extrapolate from this finding that if UCaaS buyers look to NetSapiens, they are very likely to find the solution that they need.
Frost & Sullivan survey results
KEY DIGITAL TRANSFORMATION OBJECTIVES
| Objectives | Percentage of respondents |
| Improve client engagement/customer experience | 31% |
| Enhance e-commerce capabilities | 30% |
| Accelerate digital customer engagement self-serve | 29% |
HOW BUSINESSES MEASURE DIGITAL TRANSFORMATION SUCCESS
| Measure Type | Percentage of respondents |
| Customer satisfaction | 43% |
| Customer retention | 35% |
| Customer Acquisition | 32% |
PRIORITIES FOR DIGITAL TRANSFORMATION
| Priorities | Percentage of respondents |
| Leverage AI to enhance the customer experience | 55% |
| Modernize the customer care department | 40% |
| Improve customer experience management | 37% |
Get your complimentary copy of the Frost & Sullivan report
The Frost & Sullivan visual white paper titled Enabling Disruption Through Innovative Business Models and Advanced Cloud Collaboration Solutions is available for download now.
You will learn:
- What APIs businesses plan to use in the near future
- Top 10 types of criteria that are used to choose a cloud comms provider
- What 68% of UCaaS buyers say is crucial to their purchase decision
- Cloud strategies that are key to digital transformation
- Cloud migration plans for businesses within the next two years
- How to choose platform partners that unlock value on all levels
The next Frost & Sullivan report-inspired blog: Leading Customers through the 6 Stages of Cloud Comms Deployment
