Going digital is undoubtedly the way of the future for SaaS companies. However, a digital transformation does not necessarily entail developing glitzy apps or streamlining procedures. The single focus of digital transformation is superior customer experience (CX). And more than anything else, this mentality unites your company’s departments under a CX-driven culture.
A seamless transition from the web to mobile and back must be made in order to provide customers with an experience that goes beyond applications and dashboards. But first, let’s take a short look at what everyone means by “becoming entirely digital” before we continue.
In order to focus on a more product-led, customer renewal and retention-led growth, Digital Transformation involves employing technology to either develop new, or improve existing business processes, work culture, and subsequently, customer experiences. As more and more SaaS companies switch to subscription-based business models, this becomes even more crucial because growing a business depends on maintaining customer loyalty, which lowers churn.
Digital Transformation provides real-time feedback on client needs so that you can adapt your next move to meet those wants.
It allows your Customer Success (CS) team more time to come up with engaging ways to interact with customers and support them in achieving their goals, resulting in fantastic customer journeys. When mind-numbing repetitive tasks can be automated or handled by a bot, consider how you may give your team the extra time they need to spend with clients in a more meaningful way.
It safeguards your info. In SaaS organizations, it is hara-kiri to expose customers’ personal information to hacking or to compromise the security of that information. It is the quickest method to turn a client away. Client experience management is really about protecting customer data in a digital fortress.
By demonstrating how to align your entire business with customer pleasure, which is the key to effective product-led growth, it will help you North-star your efforts. Additionally, it will assist you with content management, analytics, language translation across channels, and ROI along with customer personalization through segmentation and other metrics.
In the present market, providing the customer with what they want quickly and conveniently is all about leveraging clever technology. The key to SaaS growth is synchronizing client acquisition and retention with product development.
All of the aforementioned points were made in order for you to cultivate a digital CX-focused culture, safeguard backend (and frontend) data, and streamline your business’s digital procedures. However, how can all this technology be delivered to the customer? How does that help him? What steps do you take to bring your digital transformation to the client, in essence? Here are five things to think about:
Since information may be stored in the cloud, customers can easily access what they need when they need it without having to directly contact customer service or customer success staff. If you run an online store, your customers can access all the information about their previous purchases, track their current purchases, and cancel, return, or place new orders independently.
Clients adore automation. In an Accenture poll, 84% of participants chose to use computer-based applications that are accessible around-the-clock; 68% said automated applications were faster; and 64% thought they communicated more pleasantly. Therefore, it is evident that customers now prefer automation to be a component of customer satisfaction strategies.
Customers can be made to feel special by using customer segmentation, regulated APIs, and user metrics mapping. Ever browsed Amazon and saw a scroll of products that were specifically chosen for you at the bottom of the page? It is a list that is customized based on your browsing habits. Therefore, regardless of the SaaS service you provide, digitalization enables you to customize your content to meet the demands of each unique consumer and give them a sense of value.
Digitalization not only makes it easier to gather user data to learn more about your customers’ preferences, buying patterns, and product offerings, but it also makes it easier for users to understand what personal data is being collected and how it will be used. A recently conducted poll revealed that 87% of users think they must have periodic access to and control over their data on your site. By going digital, you can assure your clients that this process is open to them and that no outside parties are involved, among other things. This contributes significantly to fostering long-lasting partnerships and client trust.
Continuously strive to keep adding value to what you have to offer. You can map every digital action you perform to evaluate it against client success and their desired objectives. You can continuously concentrate on the benefits of the consumer by using digital analytics and dashboards to improve the customer experience. And if you succeed in doing this, the market will soon accept you.
Conclusion
Yes, SaaS organizations must undergo digital transformation. It assists business owners in identifying revenue growth driven by consumers. Don’t attempt it, though, merely for the sake of trying. Before spending thousands of dollars on it, be certain of your objectives and the processes you want to be automated. Every new function or tool ought to fit with your business’s objectives.
Think and reorganize your firm such that, while assisting in client engagement, digital transformation also aids in the achievement of your corporate objectives.
Worxwide Consulting works with you to rethink productivity through digital innovation. We ensure that your customers have the best possible experience utilizing your product(s) and/or services through our Organization Design, Process Innovation, and Innovation Culture.
