“Digital transformation” is often misunderstood as just “going digital” — having a website, a Social Media account or online shopping. These certainly fit into the digital transformation category, but they hardly scratch the surface. The true impact is much broader.
The good thing about culture is that it can be changed by practice and professional implementation. There has been a tremendous change in the way organizations function now and it has a lot to do with the inclusion of digital technologies in almost all business domains. CPG and manufacturing industries are not far behind in accepting the change, as they don’t want to be left behind in the race.
There are so many examples of organizations that have established themselves as giants, ruled the market and yet with time, collapsed. What could be the similarities between the failures of pioneers like Nokia or Kodak?
It is the reluctance to accept change that damages a successfully running business more than anything else.
Well, how can we create a digital-ready culture in traditional organizations?
Here are a few key points that traditional businesses need to be extremely vigilant about.
The customer is the heart of every business and that means your business must revolve around catering to the needs of customers. In this digital age, customers are smart and research-oriented and most importantly, they know what they are looking for.
Organizations must keep in mind that the customer has already researched immensely about the product before coming to them. Always try to deliver more than what a customer is expecting.
Customer centricity empowers organizations to target the right customer with the right message at the right time.
Enabling data-driven decisions
Data-driven decisions are actions taken after careful analysis of measurable goals or KPIs, patterns, and facts for the benefit of business in several areas.
The primary objective of data-driven decisions is to provide organizations with verified and analyzed data and prevent them from taking a shot in the dark.
Enabling data-driven decisions helps organizations create new business opportunities, generate more revenue, predict future trends, and optimize current operational efforts.
Providing a personalized experience
Customers crave personalization and ease of use. Today’s customers are busy and personalized user experience is the least they expect.
CRM implementation is a proven solution when it comes to providing a robust personalized experience. Every customer has distinct requirements, so having a generic system for all the users is not going to work. A CRM solution allows customizability by enabling users to add editable forms, key performance indicators, changeable filters, and even a dashboard where they can monitor and filter data as per their preferences.
Focusing on omnichannel Integration
Omnichannel integration can be defined as a multi-channel sales approach that provides the customer with an integrated user experience. It is important to understand here that all omnichannel experiences will use multiple channels; however, not all multi-channel experiences are omnichannel.
An organization can have incredible mobile marketing, engaging social media campaigns, and a well-designed website, but if they don’t work together smoothly, it’s not omnichannel.
An up and running omnichannel integrated environment leads to seamless user experience, increase in sales, and an improved client relationship.
Today’s buyer is always in a hurry and when it comes to grievance resolutions, the desire of getting instant resolution magnifies exponentially and the only way to address this issue is by having a high-functioning 24/7 client support team.
We have seen so many excellent B2B businesses ruin themselves by not having a proper customer service team, especially when dealing with online buyers.
A decisive digital culture starts with laying a strong foundation. Organizations need to understand the power of digital to magnify their progress. The increasing pace of technological changes has transformed the way people do business. Therefore, the underlying digital-ready culture is imperative.