DIGITAL TRANSFORMATION & ENHANCED CUSTOMER EXPERIENCE- WHAT'S THE LINK? |
Posted: April 19, 2021 |
The amount of competition today will rarely make two businesses agree on the same thing. Bring them in a line and they will have to admit one thing- to match up to the ever-soaring customer expectations, constant innovation has become essential. What's also a huge positive is the fact that every single advancement in the field of technology has armed enterprises with resources that facilitate the following with ease-
As a consequence, every step ahead establishes a benchmark on how customers today like to be treated. For any business that is serious about the future, digital transformation in manufacturing has quickly become the sure-shot way to achieve growth and a high level of scalability. Digital Transformation in Manufacturing Industry A report from Gartner had a pretty interesting insight- 36% of manufacturing enterprises understand their increased value through spending on economical digitization when compared with the competition. However, all is not as clear as it looks. As an industry, digital transformation examples in manufacturing are plenty, but not every example is a witness of the same level of success that a select few have been able to achieve. The right degree of adoption is a pretty rare commodity, something that ultimately boils down to the culture an enterprise has. As far as digital transformation in the manufacturing industry is concerned, it also gives a rise to several other technological trends like Industry 4.0 technologies, automated factories, and even smarter manufacturing resources. It’s a little late we know, but there is an obvious question that might be looming ahead in front of you now- What in God’s name is this term, DIGITAL TRANSFORMATION about? We will take it up to us to tell you about it. Digital Transformation, Simply Explained To put its definition in the simplest of words, digital transformation refers to a harmonious blend between the traditional manufacturing methods and the newly introduced digital technologies that work with an enviable level of sophistication to take manufacturing companies ahead in their stride, as well as eliminate any kind of shortcomings that might hinder the long-term performance and growth. So, that’s it as far as a basic introduction of the term goes. But, this is just one end of the coin. Ultimately, all of this is being done to entice new customers and also retain the existing ones. How does this happen though? Let’s find out! Customer Experience- One of the Biggest Benefits of Digital Transformation in Manufacturing The attention span of customers has seen a dramatic decline in recent times. Keeping them engaged for a longer time is the trick that everyone is trying to master these days. With less time to impress them, they expect-
There are a few ways through which manufacturers become successful in delivering such a customer experience. Have a look-
The entire customer experience in a single place involves a very consistent experience every time they interact with a certain company. Their name, purchase history, and preferences are just a bare minimum of the things that they expect.
Digital transformation in manufacturing also encourages the multi-channel experience, where they can connect through all the channels that a manufacturer has on offer. A good CRM system is the perfect example of this, where one customer profile can facilitate this very interaction.
Always being available for customers poses a big challenge for any kind of business. In an event where a customer asks for any information, companies need to be able to respond as quickly as possible. Automation, even on the level of sending follow-up emails can reduce the time normally spent by sales reps on mundane workflows. Begin with Your Digital Transformation Journey If you still haven’t begun with your digital transformation, now is the perfect time to make that happen. Here’s how you can start with the process and head straightway into the trend- 1- Define A Clear Strategy The world of technology has become too dynamic for its good, and that’s a fact. The bigger the company, the more disruptive the technologies backing it up. This is why it is crucial to highlight not just the technologies but also future-proofing them from such situations of digital disruption. 2- Think From the Customer’s View Nothing is above the perfect customer experience today, there is a need to think from their perspectives so that satisfying them becomes a consistent process. This is reason enough to invest in assembling the technology and resources to meet the demands of customers in new and better ways. 3- The Perfect Multi-Channel Experience Digitally aware customers of today are not confined to connect to a vendor with just one channel. Instant gratification is the need of the hour, which is why being available round the clock has become a necessity to stay in the game. E-commerce websites and mobile apps are two dominant instances. Creating a customer profile on the right CRM platform that’s integrated with a cutting-edge CPQ tool is going to work wonders. In the end Without a doubt, digital transformation in the manufacturing industry and enhanced customer experience are tightly linked. The former has the potential to elevate what a customer feels to echelons they never knew existed, which is saying something. KBMax too helps to sort that out.
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