Customer-Centric Approach. Why Put Customers at the Heart of Every Decision?
According to new vectors, the end customer’s point of view must be at the center of every decision. This should affect products and services in all areas that have an impact on the client, not only in sales. Every step of the customer journey, including marketing, planning, production, and delivery, must be customized to build loyalty.
Listen to data and applied intelligence
Communicate with customers to understand their needs
Exceed customer expectations
Bonus point for customer satisfaction
Customer-centricity across all processes of the enterprise requires the following business capabilities:
Product innovations are delivered based on the actual vehicle or product use, incident reports, and customer experience feedback.
Requirements are collected based on interactions with customers and design partners and market analysis.
Production flexibility can become aligned with customer priorities.
Individual products can be easily tracked and traced.
Real-time visibility of orders and deliveries achieved.
An agile and responsive manufacturing network is fostered.
On-time and advance availability-to-promise capabilities delivered.
Engage in solution and value selling.
1. Listen to data and applied intelligence
Applied analytics can help you collect, process, and analyze data in a smarter and more efficient way. With the obtained data, you can identify clear growth opportunities and automate activities that can add value to your business. To meet customer expectations for individualized marketing campaigns, tailored sales interactions, and pro-active service engagements, businesses must leverage customer insight from any prior engagement as well as data gathered from intelligent devices.
Through the SAP Sales Cloud Solution, businesses can capture, analyze, mine, and manage data in real-time so they can focus on four main components of an individualized customer experience:
Strengthen core competencies
Improve delivery reliability
Discover new distribution channels to improve the customer experience
Create new trading models based on usage, subscription, and service.
2. Communicate with customers to understand their needs
Direct feedback from customers, if it’s unfiltered and honest, often provides valuable information about what customers really think of your product or service. It can be often overlooked or not treated with enough attention, as business systems are too internally focused. The real result can be obtained if you combine all the insights provided by operational data with direct feedback from customers.
Through machine listening and questionnaires, SAP Sales Cloud can assist you in determining future trends. And by these developing relationships with customers, you can better understand and faster predict their needs. By knowing what they want in advance and listening directly to them, a company can be more efficient and reduce costs by optimizing the marketing plan as well as anticipating market trends.
3. Exceed customer expectations
Whenever possible, go the extra mile for your customers, even if it isn't necessary. You will be able to keep your customers satisfied if you focus more on evolving your business model into a true omnichannel model. Ideally, clients must be able to reach out to the representatives using the channel of their choice in order to receive an answer to any of their questions. Your customers will be able to interact with you in a way that suits their preferences. This setup can be extended by including insights from the solutions operated and bought in the past.
As a result, with the help of SAP Sales Cloud, you can get a unified view of operational and customer experience data, to understand how to act faster and be as relevant to each customer as possible.
4. Bonus point for customer satisfaction
If you don't have CRM yet, get one. A customized CRM-system will simplify the collection and analysis of information, for example, the performance indicators of the sales department in different periods of time, popular product names, frequently asked questions, complaints, and suggestions. Follow the link to learn more about СRM and the benefits it provides.
The Bottom Line
The ultimate objective of business is to cultivate a sense of importance and loyalty among its customers. Customer expectations should be met, and their satisfaction should be put at the center of every decision. Applied intelligence can help with knowing what customers want and predicting market trends. Systems like SAP Sales Cloud are crucial and extremely helpful for opening up new business models, planning dynamically, and giving your clients the greatest possible customer service.