Top 5 Priorities for a Successful Customer Transformation

Top 5 Priorities for a Successful Customer Transformation

Posted on June 10, 2016 0 Comments

To capture today's customers, you need a truly optimized customer experience. Learn the top 5 areas you need to prioritize for effective customer transformation.

Digital Transformation is a term that’s grabbing the attention of a lot of organizations today, but few know what it really means to adopt it. What you will find is that the entire concept of digital transformation centers around the ever-changing needs of the customer. Without an optimized customer experience, customers will move to competing organizations that are catering to them personally throughout their journey and adapting to their needs.

A true digital transformation strategy revolutionizes the customer experience across all channels and touchpoints. But how do we know we’re taking the right steps to provide a personalized customer experience?

We’ve listed the top five priorities for a successful customer transformation for your business below. Mastering these five priorities will give you the tools you need for a satisfied, returning customer:

  1. Create a Streamlined, Omnichannel Content Approach

    Many businesses today are spending too much time on content updates throughout all channels—web, mobile, social media and so on. Ensuring brand consistency across all channels and making time-sensitive content updates is increasingly difficult, especially with the fast rate at which customer needs change. Developing a strong foundation and framework, and centralizing content management will free up more time to focus on important business strategies new opportunities.

  2. Deliver Optimized Experience Based on Customer Needs

    Your customers are getting a personalized digital experience elsewhere, every day. They’re able pick up their phones, laptops or tablets and have an optimized experience when, where and how they want to. They expect the convenience of that optimized experience everywhere—including when they interact with your business. Ensure your brand is consistent across all channels so their experience is seamless, and incorporate analytics that enable you to map to wherever your customers are in the customer journey. Doing so will lead to satisfied customers.

  3. Listen to your Customer and Respond Accordingly

    The best person to ask about customer experience is the customer. Ensure you have the right people and technology in place to be able to receive customer feedback and provide immediate support to address it. Implement a solid strategy, in which you not only anticipate feedback, but are ready and able to respond to their changing needs in a timely manner.

  4. Collaborate Internally

    Often, the business side of the organization is focused on strategy while IT is almost entirely focused on implementation and process. Ensure you’re using a centralized framework in which content updates can be made efficiently, so IT can focus effort on innovation for your organization. Ensure everyone internally—from business to IT—has the customer in mind. With the same common goal, work together to formulate processes and strategies that move you successfully toward that goal.
  5. Stay Agile

    Market changes, technology disruption and changing customer needs are continuous. There’s no telling what you’ll have to adapt to four or five years from now. To adapt and respond to these changes, you need a strong business solution and framework in place that’s extensible and adaptable to the new strategies you develop, and enables you to capitalize on new opportunities.

Strong digital transformation business solutions, such as Progress DigitalFactory, are based on the cloud, and as such, provide the extensibility and flexibility you need to respond to change. Prioritizing these five items and having such solutions in your toolbox will put you at the forefront of the competition and equip you for the road ahead.


Mark Troester

Mark Troester is the Vice President of Strategy at Progress. He guides the strategic go-to-market efforts for the Progress cognitive-first strategy. Mark has extensive experience in bringing application development and big data products to market. Previously, he led product marketing efforts at Sonatype, SAS and Progress DataDirect. Before these positions, Mark worked as a developer and developer manager for start-ups and enterprises alike. You can find him on LinkedIn or @mtroester on Twitter.


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