At a time when poor customer experience can go viral in minutes, companies can live or die by the way they deliver services, respond to issues and manage customer expectations. Winning and retaining customers in today’s market is not what it used to be.
While organizations can envision a great customer experience, many struggle to execute against their vision and generate a credible return. This is largely because organizations often focus only on customer-facing operations — without aligning the rest of the enterprise to the strategy. Organizations then face obstacles like customer data being buried in different business units, products and pricing that vary across channels, and supply chains that can’t meet service and delivery commitments made to customers.
Meanwhile, high performing organizations are investing in an integrated architecture of eight fundamental capabilities to unlock new value for customers, employees, partners and shareholders. We call this a connected enterprise.
For more information, check out our paper Competing for growth: Creating a customer-centric connected enterprise.