Prioritizing an Excellent Digital Customer Experience Strategy Within Order-to-Cash
- November 4, 2021
In recent times, focus on customer experience has become essential for any business that’s seeking to grow. Not too long ago, this topic was not significantly focused within the B2B world. However, we are now in a world where business buyers expect a customer experience on par with that delivered by B2C brands. Failing to deliver upon this not only tarnishes the brand but it has very real consequences to a B2B brand’s ability to close new deals and retain long-term customers. As a result, many companies are now mandating that the customer experience be prioritized across the organization, even on teams like finance and accounting which have historically not been responsible for this part of the business strategy.
It is not easy to change the culture of a company to be customer-first across all teams and functions, but here are 5 actionable ways your organization can be on a path to leveraging every customer touchpoint and interaction as an opportunity to deliver an exceptional experience.
1. Make sure every team feels ownership and responsibility around the customer experience.
2. Take time to understand the biggest pain points and areas of friction your customers face
3. Ensure customer data is accurate, up-to-date, and accessible by those who may need it
4. Invest in automation and technology to deliver better outcomes
It is not easy to change the culture of a company to be customer-first across all teams and functions, but here are 5 actionable ways your organization can be on a path to leveraging every customer touchpoint and interaction as an opportunity to deliver an exceptional experience.
1. Make sure every team feels ownership and responsibility around the customer experience.
2. Take customer expectations, feedback, and preferences into consideration.
3. Invest in automation and technology
4. Ensure customer data is centralized and up-to-date at all times
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