Customer Engagement Is Vital For Saas Success

We believe that employee engagement and knowledge is critical and is linked to customer satisfaction and enhanced profitability.

Stay in closer touch with all the customers—with new technology to quickly tailor communications, marketing promotions and operations in ways that build strong, long-term

CVS has established processes to ensure continuous employee and customer engagement. First and foremost the company invests its people: the company s stakeholders: being the employees, customers, stockholders, suppliers, local communities and partners and regulators. Due to the direct correlation between employee engagement and customer satisfaction, the engagement of workers can be gauged from the level at which customers are satisfied with company products. In reviewing

 Insight into the behavioral, social, emotional and motivational attributes of our customers or end users

Our world agrees. Jason DeMers, a contributor to Forbes magazine, noted that 88% of customers are influenced by online reviews regarding their overall experience with a particular company. The decision process that leads to a sale is not always as rational as we assume. Researchers have estimated that roughly half of customer satisfaction is a result of the type of emotions a vendor induces when interacting with the consumer.

With consumer attention spans shortening and industry trends shifting it is safe to say that “business as usual” is a thing of the past. The window of opportunity to build rapport is narrow and in most instances we are forced to grow or die when establishing a customer base and/or strategic planning within a company.

We realize that customers are really important. Our expectations that customers are satisfied with our

And as a SaaS business, your team must create connections that not only grow your revenues but also shape your brand.

The deliverance of a formidable value proposition and superior customer experience are the two propelling factors in determining customer engagement. Aligning these strategic elements with the organization’s brand and internal culture will have immense effects on engagement. First and foremost, an organization must retrieve informative customer insight to develop a distinguishable value proposition. Secondly, through brand advertising, effectively market the value proposition. Tertiary, with engaged employees within the organization, delivering upon the promise guaranteed by the value proposition must be adhered to. Lastly, fortify the cultural foundation to effectively deliver upon promises innate to the value proposition. (Alpert and Roberts, 2010)

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

The support of employees toward the product and services provided by their company to the customers largely depends on their own feeling for the quality of those product and services. So high level of customer engagement is linked with employees engagement (Penna research report,

Therefore, many companies start adopting new customer product strategy that can seduce and engage more the customer.

Most people have shopped at Amazon or eBay and understand how convenient the buying process is at B2C eCommerce websites where the user experience or UX trumps every aspect of the business process. Although the B2B process differs in many ways, smart decision-makers in business-to-business marketing understand that the user experience is critical and not just for customers but for business collaborations, distributor efficiency, lead generation and important internal processes. The user experience

Custom B2B eCommerce features -- regardless of business model -- deliver the latest products, research and information to customers and transform websites into central repositories that can display the right information to the right customer at the right time, which has always been the key to sales closings, and provide astonishing levels of user functionality so that people can research products, personalize their website