Transform the Customer Experience with Pega CRM

Overview

For years, companies have struggled to serve customers in a way that drives retention and brand loyalty. Investments in customer relationship management (CRM) software and operational support functions attempted to provide a holistic customer view and enhanced delivery capability, but they have failed to deliver on this promise. Traditional CRM systems have proven to be very data focused and to lack the capabilities to proactively meet the complex needs of customers.

Today, the power has shifted from product-centric to customer-centric companies. Empowered customers interact with peers and multiple channels online and easily switch providers if their needs are not met. In order to meet the varying needs of today’s complex customers, companies need to offer more than an exceptional product or service; they must provide an exceptional customer experience. Customer experience has been commonly defined as the sum of all experiences a customer has with a supplier of goods or services over the duration of the relationship with that supplier.

A great customer experience is also a positive emotional connection that a customer has with a company, often resulting in a long-term relationship. This is developed by a company’s ability to answer client concerns at the right time, at the right place, and across the appropriate channels. Companies have a significant opportunity to differentiate themselves by providing great customer experiences and maximizing customer lifetime value.

Reaching customer experience nirvana remains elusive. Is the goal still worth pursuing? What is needed to make the dream a reality? This white paper will provide compelling answers to address both questions and to introduce how with Pega’s CRM solution companies can become more customer focused.