After our successful day culture customer more people in our community have been understanding that it is really this terminology and how it works the centralization in the client. Companies have been employing multiple strategies to make a difference in each market, but they have been aware that one of the new forms more effective to increase the base of clients and so their sales, is changing the culture of the company this customer culture. Thinking this term culture customer, find an article called parameter for the construction of the experiences of the client (A Framework for Building Customer Experiences), which analyzes components that must be kept in mind when we talk about or use this terminology, and that in this article we will present with some additional contributions that we consider important. In order to understand how it is the experience that we are delivering to our customers is important to follow a parameter that helps to the approach of this strategy and which consists of the following components: experiences interactions r points of contact procedures systems experience experiences: the sum of things that customer takes interactions has had with his organization. Interactions: The activities in which the clients are involved with the company or organization.
Contact points: the spaces where the company have some contact with the customer such as e-mail, mail, website, call center, meetings, etc. Procedures: Many of the processes and policies that are set forth in the managing of the business are incorporated into systems. Systems: Enterprises have and need systems that can serve as a basis for the administration of customers and the company. Systems most used are CRM, ERP and other similar. Many times we have no account other aspects as the infrastructure of the company which helps us to be able to transmit the information correctly and quickly.
Many companies normally have as thought that CRM and ERP solutions are the only aspect to achieve increase sales, minimize resources, reduce costs and have better management of communication channels. When only takes into account these aspects and want these objectives, is this demonstrating that the company has a view of delved out implying that processes and internal indicators are more important than your own customers. Customers have no idea who is beyond the iterations and only end up feeling insulted and mistreated by the parameters used in these companies. To achieve goals raised or the better functioning of the business they have to do is to identify what does so that clients receive the best possible experience. Coordinating the process of contrary (of outside-in), through interactions, contact points, procedures and systems, the operation of the company can be improved considerably. We hope that this them to help have a thought more centralized client for best results.