Customer intimacy: Sustainably improving customer satisfaction
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Operational excellence is no longer enough to differentiate yourself from the competition, your customers expect nothing less. Now it’s all about customer intimacy: knowing your customers and building relevant, long-term relationships. This lets you better anticipate their needs and ensures they can enjoy better services. Technology and information play a crucial role in creating a sustainable strategy focused on improving customer satisfaction.
Customer intimacy begins before someone even becomes a customer, think of social selling or marketing automation: engaging potential customers with relevant information before the buying decision is made. Clients expect your employees to always have complete insight into their data so that an efficient and effective relationship can be formed.
In the world of manufacturing, a matrix of product variants, versions, changing specifications and time-to-market can put a lot of pressure on your business. Manufacturers also have to deal with global competition.
Where manufacturers of machinery and equipment traditionally focused on complete customer-specific development, modern industrial companies offer complete lifecycle support with a full-service approach. In addition to design, configuration and installation and repair services, more and more productions companies add preventive maintenance and rental service too.
Today’s consumers shop when and where it’s most convenient. Using new devices like tablet computers and smartphones, they extend “store hours” to 24/7. They share their experiences via Twitter, Facebook, and other social networking sites, extensively browse product websites, and check online customer reviews when deciding what to buy.
Brand loyalty now comes with a much greater expectation… the complete shopping experience. Microsoft Dynamics 365 for Retail provides customer engagement capabilities that include store operations, channel management, order management, marketing and care, and business intelligence and more back office capabilities like procurement and financial support.
The wholesale distribution market is dynamic and challenging. Today’s wholesale organisations need to transform themselves from traditional trading companies into information and service-oriented distribution businesses.
Customers are demanding lower prices, shorter delivery times and tailored systems and services with accurate, real-time information. They want to collaborate and communicate efficiently with their partners in the value chain. But even as wholesalers and distributors work to meet these increasingly complex customer demands, they also face the challenges of rising transport costs and margin pressure in an increasingly international business world.
It is vital for project and service driven organisations to keep tight control over their costs. To achieve this, they need real-time insight into the progress of a project, its budget consumption and the resources it uses.
Microsoft Dynamics 365 integrates all relevant processes within the organisation, including finance, project control, purchasing, human resources and customer relationship management as well as billable hours and budget administration. All information is immediately available, enabling you to carry out the detailed analysis and adjustments that ensure business agility.