Not only is it easier for your team to sell (and cross-sell… and upsell) to satisfied customers, it’s a whole lot more profitable—from 25% to 95% more, according the inventor of the Net Promoter Score, Frederick Reichheld of Bain and Company.
It’s a phenomenon that makes intuitive sense, but it’s even more impactful when you start looking at the numbers. Whether the KPI levers you’re trying to pull involve increasing revenue from monthly subscribers or shortening the sales cycle for major programs, focusing on delivering superior Customer Experience (CX) will pay great dividends.
The “shortcut” that benefits every stakeholder
Better Customer Service has a direct effect on accelerating the sales process, by improving customer retention, upsell and cross-sell opportunities. Statistics show that acquiring a new customer can cost five times more than retaining an existing one.
Improving the Customer Journey—some concrete steps
Understanding the concepts and principles behind the Customer Journey can go a long way in helping you re-imagine current practices to find ways to streamline processes, break down silos, and increase transparency across the entire extended value chain. All of this helps bolster your team’s ability to deliver a better CX.
Achieving these gains often means improving your human-driven processes, making sure your team is supported by the right technology—and giving your customers robust self-service options for quickly getting the information and services they need most.
For the technology piece, be sure to find a “good fit” partner
Two main considerations should be:
- Does the Customer Service platform provide you with the kind of robust
visibility and interfaces with your enterprise systems to make “one-call resolution”
a reality? Look for solutions that can deliver on the vision of a unified customer
service management platform.
- Does the solution match your in-house skills/need and leave you free to configure
for the future (without a lot of expensive consulting)?
Some of today’s popular platforms require extensive implementation assistance. To make the product appealing, the monthly cost may not appear too high—until you begin to add-in consulting fees.
Vivantio offers an approach to Customer Service Optimization through our Unified Customer Service Management Platform that is truly poised to support better CX and customer journeys.
To learn more or request a live demo, click here.