This year has proven more than ever how focused every business needs to be on their customers’ needs. As Olive Huang, Research Director at Gartner, puts it, “You must win at every interaction a customer has with your organization, whether that be a marketing campaign, a call to a contact center, an invoice, or a delivery reliant on the supply chain.” Our guide to building a customer-centric technology stack will guide you through the four phases—initial to run—so that you can spend less time thinking about your platforms and more time being two steps ahead of your customers.
This guide will provide you with a framework for determining the appropriate software to center your customers, regardless of where you are on the journey. In addition you will also uncover:
- How to get started with documenting the data you have today
- The business challenges that hold your company back from being customer focused including visibility and a disconnected experience
- The difference between needing a CRM and an army of CSMs
- How FullStory, Celigo, UserVoice, Segment and Intellum can help you on the path to customer centricity
- And much more!