Customer Interactions
Transform customer engagement to grow your business
The customer is always at the heart of any growth strategy and is the accelerator when it comes to business development. This is even more true today when purchasing behaviors directly impact business models in this new digital age. Therefore, developing and sustaining a successful customer relationship through memorable customer experiences is pivotal to:
- Foster customer loyalty
- Positively impact revenues and margins
- Offer perfectly suited products and services
- Maximize customer satisfaction
- Stay ahead of the competition
- Shaping a future-proof and flexible business model with the customer at its heart
The growth and business development strategy of a company is made possible in large part thanks to customer loyalty and engagement. Indeed, growth is driven:
- By creating positive experiences throughout the multiple touchpoints and channels on all devices to deliver much more than what the customer expects
- By providing ongoing enhancements while reducing costs thanks to data and strategic information changing the way you promote your services
- By leveraging big data with disruptive technologies and developing solutions that meet the demands of your customers
Why is customer engagement important?
Effective customer engagement
Personalization at scale
Personalization of products, services and communication is now standard across all industries, as customers expect to feel unique and understood.
Companies must use data and analytics to modify experiences based on preferences and behaviors.
As a result, your company can expect to maximize the purchase probability, customer retention and revenue per customer.
Relevant and timely customer engagement
This means making sure the customer is engaged at the right time and on all touchpoints with precise and updated information.
The idea is to ensure a smooth and intuitive experience for the customer, reaping the benefits of high-value and quality timed interactions.
Proactive customer engagement
It is important to anticipate the needs of the customer in the same omni-channel approach.
Ideally the customer is already proactively engaging with a brand through social media for instance.
The objective is to drive and influence the customer as early as possible in the purchasing cycle and in the channels they prefer to use.
Achieving a 360 degree customer view with insight in a customer data platform (CDP)
Implementing a CDP allows you to unify customer data and provides the insights to enable your organization to deliver personalized customer experiences and processes.
- Unify and enrich all your data in real time
- Predict customer intent with powerful analytics
- Connect with your CRM to build automated workflows for personalization
What is customer experience?
Customer experience (CX) refers to everything an organization does to deliver superior experiences, value and growth for its customers. It encompasses various elements, including brand, product, price, and service. In today’s digital world, where customers share their experiences publicly, connecting with customers emotionally throughout their journeys is crucial. Customer Experience not only benefits customers but also results in significant returns for shareholders.
Customer experience has become a strategic differentiator for companies in this digital era. For a customer experience to be optimized it must be measured, personalized, timely and proactive.
Measuring the customer experience
A customer experience can be measured first by understanding the customer journey with your brand, across all stages of the buying cycle and within all touchpoints across multiple channels.
Your organization can then understand customer sentiment in a detailed way and determine where the problems and the successes lay to start to optimize through CX project plans.
Importance of the customer journey
The wide diversity of data sources available today that come from transactions, social networks, inventories, CRM, IoT etc. provide companies with an incredible opportunity to monitor, assess, analyze and leverage all this information to design impactful customer journeys.
Indeed, the customer has now taken a pivotal role in the business equation moving from being a mere consumer to a decisive purchaser and influencer. The new consumption models brought on by digital transformation have turned the end customer into a powerful purchaser/decision maker that is crucial for most sectors of industry.
Providing a personalized customer journey has become a strategic cornerstone for companies who are now faced with multichannel touchpoints. Making the customer feel in tune with the company they are purchasing from is essential to securing long-term customer loyalty.
Artificial intelligence to boost customer engagement
The new era of Artificial Intelligence helps customer-facing teams such as marketing, sales and service departments to be more productive, more creative and more personalized in each customer interaction.
Integrated technologies such as Microsoft Copilot can help alleviate time-consuming tasks in multiple ways, directly within their everyday work applications:
Industry and role tailored solutions from Prodware to boost each customer interaction
Prodware apps for Sales and Marketing teams
Our solutions are built on and integrated with Microsoft Dynamics 365 Customer Engagement applications.
FAST SALES
Based on Dynamics 365 Sales, Fast Sales is an off-the-shelf CRM for sales, built to respond to the needs of SMB. Ready to use and easy to manage, it’s the perfect solution for SMB sales departments to manage their clients and prospects.
MEMBERSHIP
Supports Marketing teams within industry associations and Not for Profits to drive member acquisition, build retention campaigns to foster member loyalty proactively and deepen understanding through feedback, insights and unified data.
MERGERS & ACQUISITIONS
M&A managers can achieve a real-time view of business KPIs. Specific M&A built-in reports surface trends of the pipe, conversion ratios of pitches, repartition of the account install base, various financial statistics coming from deals in progress and signed deals.
WEALTH MANAGEMENT
Helps Dynamics 365 Sales users in financial services by providing a holistic view of client potential, categorize profiles and set priorities. It gives a 360 degree client view and analytics, optimizes portfolio management, and connects multiple systems.
Prodware accelerators and connectors for Sales and Marketing teams
Prodware apps for Service teams
Our solutions are built on and integrated with Microsoft Dynamics 365 Customer Service and Field Service applications.
FAST SERVICE
A simplified customer service tool built to respond to the needs of SMB. Ready to use and easy to manage, it’s the perfect solution for SMB service teams to manage your customers and cases.
IT SERVICE MANAGEMENT
Helps IT companies to fully comply with ITIL processes. Functionalities include Agreement Management, Incident and Request management, Change and Release Management plus a Self Service Portal.
MEMBERSHIP
Integrated within Dynamics 365 Customer Engagement apps, it provides a membership model that can flex to your needs to help attract, engage and retain members.
Prodware accelerators and connectors for Service teams
Do you need support to ensure optimized ROI of your CRM project?
Prodware are here to help your organization achieve the best results from your new Customer Engagement implementations, and it doesn’t stop at innovative technology.
Discover our CRM User Adoption service plus an innovative app called AI User Insights for ongoing reporting.
Why Prodware to help boost customer interactions
Prodware has more than 30 years´ expertise and experience in helping businesses drive transformation projects supported by customer-centric strategies. From scoping through to development and implementation and customer experience consulting, Prodware support you in your customer engagement goals.
Our expertise in customer-first disruptive technologies and innovation help us provide the solutions and services you need to meet the challenges of your industry, while gaining that sustainable competitive edge for your business.