Taking the Customer View – Using the Customer Journey Plugin to Better Know the Customer
There’s a Chinese restaurant I like for takeout. The food is probably average, but they know that for me, the General Tso’s order always gets white rice. And they’ll ask if I happen to have forgotten my usual addition of the Crab Rangoon.
There’s no magic there: my phone number is associated with my order history in their database. But it’s magic for me because I get outstanding customer service from someone who understands and anticipates my needs.
It’s the Customer Journey story in its simplest form. It’s about creating deep and lasting relationships with customers by using a simple integration that combines sales notes and artificial intelligence to produce a customer profile. It’s why we at SugarCRM offer the Customer Journey Plugin, a simple tool for visualizing and operationalizing every aspect of the customer journey, both large and small.
So, who uses our Customer Journey Plugin?
CPGs, software developers, holding companies, manufacturers, tourism and hospitality providers, financial services firms and many others.
With the Sugar Customer Journey solution, companies can collect data that spans the entire customer lifecycle or focus on a segment. The Sugar solution includes industry-specific templates.
Here’s how some SugarCRM customers use Customer Journey:
Roxtec, a global supplier of flexible cable and pipe-sealing materials, wanted deeper insights into its customer base and a clearer look at the sales cycle.
“We have found the missing piece of the puzzle. The Customer Journey integration helps us streamline our sales processes across local sales teams and prioritize important activities and tasks linked to each sales stage,” says Fredrik Hugosson, global CRM manager. “The tool helps us reach out globally and establish a unified sales methodology.”
Nordic logistics powerhouse PostNord implemented Customer Journey as the next logical step in growing its sales work within Sugar. With ecommerce deliveries becoming more prevalent, shippers are having to meet consumer expectations of convenience. That makes it crucial to know a customer’s preferred preferences, information easily tracked within the Customer Journey plugin.
Sofinord, a French holding company with B2B interests ranging from soft facilities management to airport and industrial security, established a collaborative and complete customer view across all business units.
Hotels & More had so much success in its first year of using the Customer Journey solution that parent company Tour Partner Group expanded the use throughout all its business units. Because the group works with travel agents and coach operators on the one side and with hotels, restaurants, event centers and attractions on the other, the solution was ideal for cross-matching and upselling.
Sugar gives your teams a complete view of your customers with a single marketing, sales and service solution that integrates with your other systems.
Customer Journey is about creating relationships. Think of it as putting the R in your contacts – which gives you contRacts.