Five reasons why a CRM digital transformation is great for businesses
Digital transformation can provide great opportunities for businesses through building a positive work culture, upgrading technology, aligning better to strategy and goals, positioning for growth and providing better customer experiences to meet ever-changing industry needs.
Although there can be many reasons that you decide to undergo a digital transformation, here are the five key reasons that we have seen in our customer engagements that can deliver incredible results across your business:
1. Improve internal processes
Improving internal processes is often one of the most impactful reasons for businesses to undergo a digital transformation. Processes can evolve many inefficiencies as the business, teams or people adapt to change. It’s also a great opportunity to streamline complex IT systems by embodying these processes to create an all-round better experience for employees and customers. A digital enabled organisation, using technology such as Salesforce.com, to manage sales and service processes and other business activities can significantly reduce operational risks and have positive benefits to delivering against projects.
2. Future proof the business
Understandably, decision makers within organisations will be keen to ensure that any digital transformations will stand the test of time for the foreseeable future. Although it can be incredibly difficult for technology providers to say their products will remain cutting edge given the speed of technological advancements, undergoing a digital transformation with a supplier that remains up to date and frequent with change is a key factor in long term success.. In particular, businesses looking to digitise their processes using a CRM system can have immediate reassurance with Salesforce as their products are updated with tons of new features three times a year!
3. Encourage positive business culture
It’s not surprising that sometimes a positive business culture can lag behind when building a successful business, but with careful planning for digital transformation, this can become a thing of the past. Developing upon existing processes and culture can provide excellent encouragement to employees and can be combined to have a positive impact across multiple areas of the business. Using the V2MOM model which can engage everyone in the vision, values and cultural development, this approach can deliver change from within the business which outreaches to customers. With positive customers experiences at the heart of business growth it is vital to make this a central pillar in your strategy
4. Develop customer engagement
With the advancement of technology particularly within the consumer world, how businesses engage in a B2C and B2B capacity has taken a huge shift. In the current climate, consumers are demanding, more informed and their voice elevated and with this comes high expectations of service and delivery standards. Self serve technology is expected now through the use of technology such as chat bots, knowledge bases, and customer portals. Technology now gives businesses the options to deploy new strategies to manage relationships through CRM and to ensure customer engagement techniques such as retention, surveys/feedback, customer satisfaction ratings, loyalty programs and automation can all be deployed to deliver those excellent customer experiences.
5. Build a structure for growth
Growing pains can be felt within all businesses for many reasons. Digital transformations can help build a robust infrastructure for growth to meet expected standards of compliance and service, detailed reporting and KPIs to provide those feedback loops for better decision making, gamification to raise engagement, better financial governance and many more.
If your business is ready to undergo a successful digital transformation and discover more about how a CRM or ERP system can improve your processes, encourage positive cultures and build a structure for success, get in touch.
