Over the next few weeks we’ll be publishing a series of blog posts exploring the different areas key to the growth of any organisation, as well as outlining why these areas are so important, and the solutions we can offer through Salesforce to help your business achieve scalable growth now and into the future.

Sustainable growth requires a deep understanding of your customers, personalised engagement throughout the customer journey, operational excellence, and the ability to react and change at pace to the world around-us and the ever-increasing demands of our customers.

Improving experience.

The first two articles in our Guide to Growth series have looked at the real nuts-and-bolts of business growth: acquiring and retaining customers.

Increasingly however Customer Experience (CX) is being viewed as a crucial part of an organisation’s growth strategy - to the extent that, according to Adobe’s 2020 Digital Transformation Trends Report, C-suite executives have ranked CX as the greatest opportunity for growth in 2020.

In fact, 51% of executives are planning to increase spending in this area in 2020 – in an age of intense competition, and ever-increasing customer expectations, you can’t afford to let the experience you offer your customers fall behind.

And it’s not surprising it’s such a priority for them – 64% of companies rate focusing on customer experience as the best tactic for improving customer lifetime value (CLV).

Inevitably, Customer Experience and Retention are inextricably linked.

But whilst last week we focused on ways to improve sales processes, and identify new up-sell and cross-sell opportunities; this week we’re looking at how technology can be used to build customer loyalty, brand affinity, and deliver a customer experience that results in increased lifetime value, to the extent that customers will even be willing to spend more to stay with you.

That’s right, 86% of buyers are willing to pay more for a great customer experience.

And what’s more, as you build great experiences, and foster closer relationships with your customer base they become some of your most valuable marketing assets – 97 percent of customers were likely to share news of top-notch customer service with friends, family, and others they’re close to.

So, we know that a focus on customer experience is crucial, and that competitors are focussed in on improving their own offerings – but what are the best ways to ensure your CX is exceptional, and that it’s driving sustainable growth for your business?

Well, for a start, the technology you use is key – 58% of consumers agree that technology has drastically changed their expectations of how companies interact with them.

And when it comes to Customer Relationship Management (CRM) systems, Salesforce leads the pack by a margin, once again named the leader in the Gartner Magic Quadrant for the CRM Customer Engagement Center.

How we can help.

Salesforce’s Service Cloud features a whole host of features, from Artificial Intelligence (AI) to support channels like phone, messaging, and chat – all designed to work together to provide as exceptional a customer experience as possible.

Below we outline how Inardua can utilise the power of Salesforce to ensure your business offers great service to your customers and supports growth as a result.

Customer experience.

Incorporate branding to all communications sent from Salesforce to ensure consistent messaging and brand awareness with customers. Personalised messaging at ideal times through marketing automation from Pardot or Marketing Cloud.

Measure satisfaction.

There are a range of different metrics that can be used to monitor the happiness of your customers: Customer Satisfaction Score, Customer Engagement Score, and Net Promoter Score are amongst the most popular. Having a clear, quantifiable view of how your customers rate their experience is crucial if you are to focus on a great customer experience as part of your organisation’s growth strategy.

Continuous improvement.

We encourage an Agile approach to the enhancement of your Salesforce platform, and quick iterative improvements meant that implementing change doesn’t need to be painful. We utilize point and click development where possible, avoiding complex coding, and providing a platform which is easily developed over the long-term. Salesforce is always implementing new features, and we encourage a culture of always looking to implement valuable change.

Personalisation.

Each Salesforce platform needs to suit the needs of the organisation using it, as well as the customers they serve. There is no one-size fits all solution. We commit to in-depth discovery sessions to truly get to know you, your customers, your long-term objectives and your immediate goals and pain-points. We provide the most valuable quick-wins whilst setting up a platform that will work for you and your customers in the long-run.

Get in touch.

We can provide services to enhance your existing Salesforce platform, or implement a platform from scratch, to introduce solutions which will provide fantastic customer experience, and help your business grow.

Contact us today and we’ll arrange a discovery call to find out more about your business, your objectives, priorities and challenges, and to outline how we can help you start acquiring new customers to your business.

Or, if you’d like to receive the full Guide-to-Growth straight away, you can!