{"id":24534,"date":"2020-07-20T13:30:14","date_gmt":"2020-07-20T08:00:14","guid":{"rendered":"https:\/\/www.the-next-tech.com\/?p=24534"},"modified":"2020-07-20T13:30:19","modified_gmt":"2020-07-20T08:00:19","slug":"why-customer-success-should-be-at-the-core-of-your-digital-transformation","status":"publish","type":"post","link":"https:\/\/www.the-next-tech.com\/business\/why-customer-success-should-be-at-the-core-of-your-digital-transformation\/","title":{"rendered":"Why Customer Success should be at the Core of Your Digital Transformation"},"content":{"rendered":"<p><span style=\"font-weight: 400\">Digital technology is becoming an integral part of today\u2019s business environment at a staggering pace. Among other things, this means that companies that don\u2019t keep up will be confined to the bottom tier or, in the worst-case scenario, expose customers to major risks.<\/span><\/p>\n<p><span style=\"font-weight: 400\"> In a setting where the customer success journey is the main asset to compete for, living up to the expectations of your audience should be considered the guiding principle of digital transformation.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_Customer_is_Key\"><\/span><b>The Customer is Key<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">Focusing your business strategy on customers is certainly not a new idea. There is no shortage of companies whose rise to prominence can be traced to a<\/span><a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2019\/06\/30\/100-of-the-most-customer-centric-companies\/\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-weight: 400\">customer-centric approach<\/span><\/a><span style=\"font-weight: 400\">, with names like Amazon, Zappos, and Apple coming to mind. <\/span><\/p>\n<p><span style=\"font-weight: 400\">However, in the digital age, the importance of customer success has reached unprecedented levels. While it is tempting to dismiss this notion as a hyped-up buzzword, there are actually good reasons to take it seriously.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"The_Rules_Are_Changing\"><\/span><b>The Rules Are Changing<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400\">The first factor is a game-changing shift in the supply-demand dynamics. It has been going on for a while now, with its roots reaching as far back as the industrial revolution and similar milestones in economic growth. Other possible culprits are:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Improved means of production<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Development of global transportation systems<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Gradual switch to renewable energy sources<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Refinement of operations planning and sales<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Rise of digital assets that essentially have an infinite supply<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">This last bit is what interests us the most. Digital goods and services, which occupy an increasingly large portion of the economy, do not fit into the classical supply-demand model. <\/span><\/p>\n<p><span style=\"font-weight: 400\">Simply put, once something can be multiplied to produce an infinite number of copies, the deficit is not a concern anymore. In such an environment, customers become the main asset that drives the industry. <\/span><\/p>\n<p><span style=\"font-weight: 400\">Interestingly, <a href=\"https:\/\/www.the-next-tech.com\/supply-chain-management\/digital-transformation-in-supply-chain\/\">this outcome of digital transformation was actually viewed<\/a> as one of the major digital transformation risks due to the proliferation of unlicensed copying. <\/span><\/p>\n<p><span style=\"font-weight: 400\">However, as the accessibility and convenience of digital services improved, infinite supply became less of a concern and more of an advantage.<\/span><br \/>\n<span class=\"seethis_lik\"><span>Also read:<\/span> <a href=\"https:\/\/www.the-next-tech.com\/mobile-apps\/snapchat-premium\/\">Snapchat Premium: How To Make A Snapchat Premium App?<\/a><\/span>\n<h3><span class=\"ez-toc-section\" id=\"Customer_Experience_Isnt_Optional\"><\/span><b>Customer Experience Isn\u2019t Optional<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-24535\" src=\"https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153141\/blake-wisz-q3o_8MteFM0-unsplash.jpg\" alt=\"\" width=\"802\" height=\"535\" title=\"\" srcset=\"https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153141\/blake-wisz-q3o_8MteFM0-unsplash.jpg 640w, https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153141\/blake-wisz-q3o_8MteFM0-unsplash-300x200.jpg 300w, https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153141\/blake-wisz-q3o_8MteFM0-unsplash-27x17.jpg 27w\" sizes=\"auto, (max-width: 802px) 100vw, 802px\" \/><\/p>\n<p><span style=\"font-weight: 400\">The second is the fact that digital transformation is<\/span><a href=\"https:\/\/sloanreview.mit.edu\/article\/customer-centricity-in-the-digital-age\/\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-weight: 400\">a cornucopia of tools and solutions<\/span><\/a><span style=\"font-weight: 400\"> for improving customer experience. Some of these, like gathering feedback, are tried and true marketing methods brought to the next level by the capabilities of technology. <\/span><\/p>\n<p><span style=\"font-weight: 400\">Others are completely new domains that harness the power of computing, with things like neural networks and AI coming to mind. Here\u2019s a brief rundown:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\"><strong>Improved Communication:<\/strong> With web connectivity leaving the realm of luxury to become a part of essential needs, hearing the voice of your customers is easier than ever. From identifying weaknesses in your service to showing care and empathy, customer feedback is the most valuable source of information for improving your business. After all, delivering value to your customers is the ultimate goal of any enterprise. <\/span> <span style=\"font-weight: 400\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\"><strong>Personalized Experience:<\/strong> Let\u2019s face it: unification is only an acceptable way to achieve consistency of quality early in the game. So make no mistake \u2013 your customers will expect a personalized message, and failing to deliver will be a major hit to customer experience. Digital transformation offers a plethora of simple and efficient ways to live up to those expectations, from userbase segmentation to user profile customization to AI-driven marketing decisions.<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\"><strong>Engagement and Interaction:<\/strong> If you could describe everything related to customer loyalty in one word, that word will probably be \u201cengagement.\u201d The emergence of the social media space backed by analytics has created an unprecedented opportunity to build a digital presence and strengthen the connection with the customer base at little to no expense. <\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400\">With so many ways to enhance user experience available for everyone, there is really no way to opt out. <\/span><\/p>\n<p><span style=\"font-weight: 400\">A service that does not offer a tailored approach or skips on social media presence will appear irresponsible, and rightfully so. <\/span><\/p>\n<p><span style=\"font-weight: 400\">By the same token, those who focus on shiny frontend instead of<\/span><a href=\"https:\/\/hackernoon.com\/backend-developers-and-ux-design-who-should-pay-attention-ov2b3uqz\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-weight: 400\">taking a more holistic approach<\/span><\/a><span style=\"font-weight: 400\"> end up with a semblance of customer experience that works for nobody.<\/span><br \/>\n<span class=\"seethis_lik\"><span>Also read:<\/span> <a href=\"https:\/\/www.the-next-tech.com\/top-10\/best-online-courses-to-get-highest-paid-in-2021\/\">Best Online Courses to get highest paid in 2021<\/a><\/span>\n<h2><span class=\"ez-toc-section\" id=\"Knowing_Your_Risks\"><\/span><b>Knowing Your Risks<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-24536 size-large aligncenter\" src=\"https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153136\/group-of-people-looking-at-a-laptop-3860868-1-1024x682.jpg\" alt=\"\" width=\"800\" height=\"533\" title=\"\" srcset=\"https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153136\/group-of-people-looking-at-a-laptop-3860868-1-1024x682.jpg 1024w, https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153136\/group-of-people-looking-at-a-laptop-3860868-1-300x200.jpg 300w, https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153136\/group-of-people-looking-at-a-laptop-3860868-1-768x512.jpg 768w, https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153136\/group-of-people-looking-at-a-laptop-3860868-1-27x17.jpg 27w, https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153136\/group-of-people-looking-at-a-laptop-3860868-1-770x514.jpg 770w, https:\/\/s3.amazonaws.com\/static.the-next-tech.com\/wp-content\/uploads\/2020\/07\/19153136\/group-of-people-looking-at-a-laptop-3860868-1.jpg 1280w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p><span style=\"font-weight: 400\">To be fair, digital technology is not a magical solution. While it brings to the table a lot of advantages, it poses an equal amount of risks. <\/span><\/p>\n<p><span style=\"font-weight: 400\">What\u2019s more, while some of the digital transformation risks, such as resource allocation, are familiar problems with known solutions, others are unique threats that require unique approaches (think data privacy and cybercrime).<\/span><\/p>\n<p><span style=\"font-weight: 400\">Luckily, the growing understanding and awareness give birth to new dimensions of risk mitigation services, such as digital transformation consulting. <\/span><\/p>\n<p><span style=\"font-weight: 400\">Digital risk roadmaps and frameworks are becoming an essential part of long-term business planning, with<\/span> <span style=\"font-weight: 400\">top digital transformation consulting firms<\/span><span style=\"font-weight: 400\"> offering comprehensive solutions that meet a broad range of objectives. <\/span><\/p>\n<p><span style=\"font-weight: 400\">Simply put, <a href=\"https:\/\/www.the-next-tech.com\/business\/6-successful-customer-lifecycle-marketing-strategy\/\">digital risk management is critical to customer success journey<\/a> and, by extension, should be at the forefront of digital transformation.<\/span><br \/>\n<span class=\"seethis_lik\"><span>Also read:<\/span> <a href=\"https:\/\/www.the-next-tech.com\/review\/calling-out-at-walmart-number\/\">What Is Walmart Call Out Number? How To Calling Out At Walmart?<\/a><\/span>\n<h2><span class=\"ez-toc-section\" id=\"Wrapping_Up\"><\/span><b>Wrapping Up<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">The adoption of digital technology has reached a level where it cannot be left to chance. While its potential value for customer experience has grown enormously, so did the risks it poses to businesses. <\/span><\/p>\n<p><span style=\"font-weight: 400\">In a contemporary business environment, where customer success has become the main resource to compete for, recognizing digital transformation risks is a requirement for those who intend to reap its benefits.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Digital technology is becoming an integral part of today\u2019s business environment at a staggering pace. Among other things, this means<\/p>\n","protected":false},"author":1255,"featured_media":24565,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[393,223],"class_list":["post-24534","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","tag-digital-transformation-solutions","tag-digital-transfromation"],"_links":{"self":[{"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/posts\/24534","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/users\/1255"}],"replies":[{"embeddable":true,"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/comments?post=24534"}],"version-history":[{"count":0,"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/posts\/24534\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/media\/24565"}],"wp:attachment":[{"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/media?parent=24534"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/categories?post=24534"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.the-next-tech.com\/rest\/wp\/v2\/tags?post=24534"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}