3 reasons why even small businesses should invest in customer experience

A 1A personalized customer experience is not something that you have to leave to large companies. On the contrary: Small companies also benefit greatly from investing in the CX from the start. [Anzeige]

Newly founded or relatively young companies face a lot of challenges. In addition to financial decisions or new HR processes, the focus is of course on how customers can be convinced of your own product or service. As a start-up or SME, this does not mean that you should cut back on certain areas – on the contrary. You can only grow if you concentrate on your customers and make sure that their experience is unique. This is how they become loyal, returning supporters and allow your business to flourish.

Avoid wastage: Customers addressed in a personalized way are more likely to come back

That’s why you should invest in the customer experience right from the start. This is the foundation for a successful business. Personalization is extremely important for this. Because most customers are used to these nowadays and are dissatisfied if they are not addressed individually. According to the, over 88 percent of consumers expect „State of the Connected Customer”-Report from Salesforce that companies will accelerate their digital initiatives in the coming year.

Especially when you have fewer resources available, you should avoid wastage. More than the big players, you have to make sure that your budget is distributed and spent sensibly. Because you can’t afford to reach out to everyone and hope that someone will feel addressed. Ideally, you will only reach your target group and thus your potential customers. By addressing your customers correctly and in a personalized manner, you avoid wastage that has a negative impact on your budget and your performance. We have summarized 5 tips for personalization for you here.

The right learnings: Data analysis is also crucial for SMEs

The essential thing is to collect relevant data and evaluate it. You can learn from the customer’s data how you can address them better. A CRM (Customer Relation Management) can support this, sorting and analyzing data and drawing the right conclusions right from the start. The evaluation of the CRM helps to optimize and personalize the approach so that it becomes a sales driver.

Do you lack the resources? You just lack the right system! the Marketing Cloud from Salesforce In this context, it is an easy-to-use, flexible platform that records all customer touchpoints and manages them in some cases automatically. In this way, the operators are optimally supported in the various measures and in this way they are given the opportunity to convince other customers of themselves or to persuade existing consumers to make a new purchase.

AI as an additional worker: closer to the customer

Another tool, also or especially for small companies and start-ups, can be Artificial Intelligence (AI). Because it answers questions like:

  • How can I better sort my leads?
  • How can I improve my customer support?
  • Why do my customers leave the website without buying from their full shopping cart?

AI can significantly improve the customer experience – and without a lot of work for the company. the KI Einstein from Salesforce, for example, automatically collects data that continuously enriches the CRM. Based on this data, predictions can then be made for each individual user, and various so-called predictive journeys can be created. These can be quickly accessed and accessed by all employees involved. Einstein can also be ideally integrated in smaller companies:

Salesforce is 100% in the cloud with millions of users, so the business data that Salesforce Einstein can source is already deep — and growing. And as the world’s #1 CRM, that data is relevant to business critical functions in sales, service, marketing — and almost every role imaginable that can affect the customer relationship.

You don’t have to wait to be a certain size to integrate AI into your business. Small businesses also benefit from the added power that AI represents. Salesforce explained:

The only real question isn’t whether or not you’ll be affected by AI, but how soon you’ll be using it to affect your business in a way that brings new opportunities for your employees, your customers, and your growth.

Exploit growth potential

Because, last but not least, your goal is to grow with your company. The points mentioned, avoiding wastage, analyzing data and personalizing the experience, support you in this.

Would you like to address your customers personally, collect, analyze and use data in a meaningful way to drive your growth? Then you will find here all information about the possibilities and services of Salesforce.


Source: OnlineMarketing.de by onlinemarketing.de.

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