For over a decade, companies have been trying to orient themselves to be more clients focused. In doing so, they have been responding more effectively to client wants, needs, and demands. This means that the end-to-end client experience, across every touch point, is a differentiating competency for companies. ‘On Demand’ business technologies enable those employees that interact with clients to have an integrated view of the client’s wants, needs, and behaviors across transactions and channels. This allows real-time responsiveness to client needs (including: proactive service, cross-sell, and up-sell).
Increases Customer Loyalty: - By creating a single view of the customer - By providing internal and external self-service - By differentiating the customer experience at each touch point - By creating a real-time responsiveness to client needs