How do you communicate as a business? How do you reach out to your customers? And what tools do you need to safely navigate through the labyrinth of individual customer needs and expectations that continue to grow more complex?
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They say in sports self-belief and strength of character are what separate the good from the best. You could argue that this applies to the world of business as well. Businesses worldwide approach the market claiming and believing that they know best, convinced that their own capabilities will eventually lead to success. This is the Inside-Out approach: systems, tools, processes, and products are designed with the company and its needs in mind and decisions are made based on what's best for the company and not the customer.
Read MoreJust like a well-functioning team is made up of quality players who know what to do on the pitch, a company’s success is determined by the efficiency and strengths of its different departments, each completing different tasks with different skills, but all striving towards the same goal: company growth through best practices and continuously improving products and services.
Read MoreToday, we see two paradigms in business: Inside-Out vs. Outside-In approach.
Read MoreA CCM platform should be designed to fit your needs. It should take CCM to another level and focus on three major components – Design, Communication, and Analysis.
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If you have read the previous blog post 'How to turn a good day into a headache', you'll understand how frustrating it can be to provide a good customer experience without the right tools.
Read MoreDo you know this feeling: you get in early in the morning to get some work done before your meetings start, but you are instantly overwhelmed by problems the minute you get into your office? From 'IT tells me this document change will take 80 days, while we need it next week' or 'Our customers feel frustrated for not getting their bills by email' to 'We need to change the logo on this document, but we cannot find the template'.
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With customer interaction being delivered across both offline and digital channels, the expectation of accuracy by your customer is high. When missing important details—such as the customer name—the personalization just isn’t there and the customer feels disconnected from your company.
As an IT Director, you may be faced with many problems from other departments that require a solution. For example, no customer wants to receive a formal document that opens with ‘Dear ’, especially from a professional company. It is a poor customer experience, especially since your customers are already bombarded with advertising and other forms of solicitation. Validating data integrity within your CRM should be— and can be— a standard step in data processing. What other mistakes exist in your document template? Does your process send out duplicate statements to a customer?
When an end-customer has recognized their problem in a public way, by which the marketing department is made aware, the IT Director then has the responsibility to locate the problem, understand it entirely and solve it correctly. The problems must be located and singled-out in every circumstance by IT management, so that the satisfaction of the end-users’ digital experience can be restored and maximized once more.
If business users come to your IT department every time they see a mistake in either the data or the template, too much time will be spent on recoding documents or optimizing the data validation process. While actually, it would be easier that the business users who know the mistake can make the changes themselves so that essential information is not lost. It would save them the time from reporting the mistakes, and the templates would be adjusted far more quickly than if they had to rely on already-limited resources of IT teams.
Scriptura Engage helps improve customer experience through the automation of customer communications. Both (B2B) business-to-business and (B2C) business-to-consumer organizations use our Customer Communication Management software to create, produce and distribute essential business communications that are highly-personalized and interactive. They engage more profitably with customers. Personalized documents are created in a 'what you see is what you get' (WYSIWYG)-designer through rules-based dynamic assembly and sent in multiple formats across multiple channels to drive business impact. From one-to-one contact to the high volume output, Scriptura Engage simplifies and automates document-related business processes to improve business performance and efficiency. View your CCM much more as an opportunity to simply market a product. It is the opportunity to improve clarity of your communications with your customers.
Wondering how your company can also benefit from this? Let's talk!
We are more than happy to spend some time going over your specific situation, as well as how to improve your CCM procedures by introducing Scriptura to your working environment.
Like a lot of people I have a mobile subscription contract with split billing. A part of the bill is paid by my employer (lucky me ), the other part I have to take care of.
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