A recent Forrester Research Report about CRM applications, identifies five trends in application development for this year. You can find more information about this must-read report at destinationCRM.com and We Blog CRM.
While all development application trends outlined are significant, I’m going to concentrate on one: Customer Experience. It fortifies what I have pointed out in some of my recent posts – Heading in the Right Sales & Marketing Direction and Golden Customer Rules. Both cover what our development team helps clients do best:
Know Your Best Customers, Find More Like Them, and Keep Them
Meanwhile, here are some excerpts from both the destinationCRM.com and We Blog CRM articles on the importance of customer experience development applications:
Obsess Over the Customer Experience (destinationCRM.com)
Importance of the customer experience is seeping into all aspects of business, however, the Forrester analysts note, that developers often are unsure how to design for the customer. It's not that they don't want to wow customers; it's more that they have never been taught how to do so.
According to Forrester research, customer experience really does matter:
- Companies that provide superior customer experience have 14 percent more customers who are willing to consider another purchase from them.
- Companies that offer the best experience in the industry have 16 percent fewer customers who are likely to move to a competitor.
- Companies that have high experience scores have 17 percent more customers who are likely to recommend their products or services compared to lowest scoring competitors.
Make the Customer Experience Your *top* Priority (We Blog CRM)
The customer experience has always been, in theory, every business’s number one priority. However, Forrester concluded that things get a bit muddled in practice, mainly because even the most talented developers can be unversed in designing applications that will truly impress customers. Naturally, companies that succeed in pleasing their customers are more likely to see repeat purchases and recommendations, so really digging deep into market research to wow them is paramount.
I can’t resist taking this opportunity to let my readers know that InfoGrow’s development team is well versed in designing “WOW” customer experience applications – in fact, all sales and marketing applications. Our development staff knows how to embrace all business needs, analyze challenging business issues, come up with innovative solutions, and create fresh code. We’d be happy to share our expertise,so please visit.