1- Log and Consolidate Customer Data
The objective is to build a holistic view of your customer where all the user activities feed in to the user information for you to leverage in the long run. A key step to leveraging your Digital First Strategy is to consolidate different user information you have distributed across the different systems (electronic, non-electronic) and do a more active effort in documenting unlogged user information.
2- Bridge Marketing, Customer Data, and Customer Service
Your marketing and communication efforts will need to drive business by acquiring new customers and retaining existing customers. Newly acquired customers via the marketing efforts will need to be channeled into the user data logging and consolidation. Existing customers will need to be better serviced for retention and reducing attrition.
3- Breakdown Silos between Departments
The customer has different touch point to interact with your organization and to acquire that customer, service them, and retain them, it is critical that your key departments have a full view of your customer. Improved collaboration between these departments can be enhanced by enterprise social network such as Facebook Workplace.
TML is ready to walk with you as your organization builds and implements its Digital First Strategy.