70% of CRM projects fail.
Join the 30% that succeed.
Do you want to increase the chances of success of your digital transformation projects?
We from L3 have identified, throughout our 14 years of experience, the eight main factors that lead a project to success. Based on this, we have developed the Maturity Model, a completely free tool that uses artificial intelligence to analyse your company’s level of maturity to implement projects.
Complete the form in less than fifteen minutes and receive:
A complete diagnosis of your company, with its level of maturity according to each of the critical success factors.
Comparative analysis with the average of its segment in the market, in each of the critical success factors.
Our personalized recommendations for your company of what to do today to avoid failure of your investment.
When it comes to Customer Experience (CX), it is common that people misunderstand the definition of what in fact is this art and science. It is not simply to install an automation software or to make a promotional campaign. Customer Experience is a behaviour (culture) that should be understood by all people in the company and, if at any point the client does not have this understanding, it can ruin everything.
The initial definition of the purpose is the critical success factor, which have to be identified first. Aligning the desired initiative results of the CX using four fundamental pillars and attribute its control indicators will direct the team to the value that should be delivered: increase sales, reduce costs, branding, risk mitigation.
The strategy of the initiative of CX must be considered by the top management as fundamental to achieve the goals and the purpose of the company, since the purpose and its measurable benefits are clear. The promotion, support and involvement of the executives during and after the implementation of the strategies are fundamental for the success to overcome daily barriers, avoiding coming back to old habits.
As CX is a multidisciplinary practice, so it is fundamental to break barriers between departments and sectors. Restructuring and changes of the interdepartmental process need to be well defined, structured and have, above all, people responsible that can measure and take corrective actions without losing the main focus: the client.
Nowadays, the companies have an endless amount of data regarding their sales, products and clients. The capacity of organization and drawing conclusions of all the past experiences is a critical factor for the practice of CX, because often the quality of these sources takes to a distrust to the decision-making, returning to the old spreadsheet exchanged by e-mail.
Another important factor is the need to choose tools that support the company’s business criteria and objectives. They must fulfil roles of automating processes and supporting decision-making, as well as organizing and cleaning the data that will be used be easiness to use and has the ability to integrate with other tools. All the actions must count on a strong relationship between the IT area and company´s board.
When we say that Customer Experience is a behaviour and must be practiced by all the company, there are ways to guide people and support them in this journey of behaviour change, following each phase and measuring its effectiveness. For this, knowledge of Change Management techniques is essential to ensure that your investment, in practice, is not in vain.
The integration of disciplines in the practice of Customer Experience needs effective management to happen. Knowing project management methods, distributing responsibilities and demanding results from the team is a critical part to successful implementation of the practice.
L3 is a consultancy with over 14 years of experience in Digital Transformation and Customer Experience. There are more than 200 projects implemented for clients in the sectors of: Education, Financial, Insurance, Industries, Retail, Agro, Health, and many others, with awards in and outside Brazil.
Through its exclusive L3 method – Learn, Lean, Lead and cutting-edge technologies, it helps amazing people and companies to be protagonists in their markets, raising the level of experience with their customers.