Enhancing customer experience (CX) is a common goal in digital transformation initiatives because a stronger CX can increase sales and brand loyalty, reduce operating costs and create efficiencies. Digital transformation can provide insights and customer journey analysis that helps sellers anticipate customer needs.
Powerful applications such as CRM and marketing automation create more personalized experiences as well as improved process efficiency and automation for better, faster service and response. These systems are scalable, so they can grow with your customer base without disruption, and they are highly secure, to protect data and customer privacy. Taken as a whole, digital transformation provides an enterprise vision and strategy that energizes the entire organization.
Three pathways to digital transformation
When considering the people, processes and technology you need to complete your digital transformation, there are three paths you can take:
- Pathway No. 1: Do it on your own. You select the vendors, plan the new process design and implementation, and then take on the responsibility for security, data migration, training, change management and long-term maintenance using your in-house resources.
- Pathway No. 2: Do it with a vendor-partner. You use technology vendors to deploy your new applications and infrastructure and rely on them to build the new system and migrate your data. With this option, your partner is knowledgeable about one thing: the application they’re installing.
- Pathway No. 3: Partner with a third-party consultancy. An outcomes-focused consulting partner can help you review your current processes and systems for gaps, select the best options from several solutions, and implement a long-term plan.
At RSM, our technology consulting services go well beyond implementing new software. We align people, processes and technology for a successful ERP implementation with support for multiple leading ERP and CRM solutions, complete implementation services, change management and training, and deep industry experience in multiple verticals so you can offer your customers the experience they want from you.