It seems like every technology article lately is about The Cloud. The Cloud is viewed as the technology that is going to propel businesses into rapid revenue growth and skyrocketing stock prices. But as great as the technology is, it’s only a cloud. Cloud technology is just a tool to achieve what is really important—improving the customer experience.
Technology will always change. What remains constant is the value of having a customer focus. When you take your eyes off of the customer and just focus on growth, you cannot be successful. When you focus on the customer, growth will happen.
By listening to your customers, you will learn what you need to create value for their businesses. By listening and responding to your customers, you establish a relationship. When you have a relationship with your customers, your sales will increase. This is what will drive growth in your company.
Here are the top 5 truths about the cloud:
1. Customer Service Should Be a Focus in Every Department
Unfortunately, the customer is not the focus in many businesses. Managers are too busy trying to improve productivity numbers, increase efficiency and streamline processes to think about their reasons for doing these things. While the customer holds a significant role behind the scenes, their stage time in operations can be limited (if they make an appearance at all).
If you truly want to keep your customers happy and coming back for more, you need to place an importance on customer service in every department. Companies who are customer-focused in all they do, not only experience an improvement in customer satisfaction, but also see an increase in revenue and profitability.
2. Improve Your Customers’ Experience
Now that we have put The Cloud in it’s place, let’s look at how cloud technology, combined with an enterprise resource planning (ERP) system can improve your relationship with your customers. The greatest benefits that cloud technology offers to your customers is increased accessibility, flexibility and agility.
3. Makes data accessible to all who need it
Cloud ERP increases the ability to collaborate with all of your stakeholders—from vendors to employees to customers—no matter where they are located.
It allows you to give your customers access to information about their orders, services and invoices. Not only does this increase customer satisfaction, but it also reduces the expense of support and improves efficiency. In fact, a great number of customer service calls can be avoided if the customer has a thorough and accessible portal.
- Employees have instant access to the customer information they need.
- Customer service representatives know what is happening to a product order, when there are delays in shipping, or other changes that effect the customer.
- Operations can be aware of last-minute changes in customer orders.
Having access to accurate, real-time information is crucial for providing superior customer service. When your employees know that they are a part of the same goal—delighting the customer—they are able to play a powerful part in enhancing the customer experience.
4. Enables companies to be more agile
Cloud computing allows you to accelerate innovation and slash expenses. In order to truly engage your customer, you need to listen to them. And then you need to provide innovative products and services that provide value to the customer.
With the cloud, you can react quickly to changing customer expectations and build and test ideas faster. You can focus on what you do best and leave the technology to technology experts.
5. Enhanced flexibility and scalability
With your ERP, you can collect customer data, analyze it and use it to create better products and build solid customer relationships. Cloud ERP gives you the flexibility you need to be responsive to changes in customer requirements.
With a hosted cloud, you can harness the capabilities of top-caliber computing without having to build and maintain it. It enables you to quickly respond to increased demand by scaling up to handle additional volume.
As you struggle to grow your business and keep up with the latest technology, it can be easy to lose sight of what is most important. Remember that the cloud is just a vehicle to to help you successfully keep your eye on the customer. It’s not about The Cloud, it’s about the customer.
PositiveVision is a full service consulting firm specializing in the implementation and support of business management software for small to medium sized businesses. By leveraging out of the box technology such as Sage 300 and SYSPRO, PositiveVision assists clients in streamlining inefficient processes, growing revenue streams and reducing costs. As a result, their clients are more productive, competitive and profitable. PositiveVision’s goal is to improve the performance of businesses and be a long term partner by providing resources and expertise needed along with exceptional customer service. To learn more about PositiveVision, please visit www.positivevision.biz.