White Paper

CIAM’S POTENTIAL: The value you should offer your clients

Les services en ligne vous permettent d’en apprendre davantage sur vos clients au cours de leur
durée de vie, de comprendre comment communiquer au mieux sur les nouveaux produits et les
changements de service, et de recueillir leurs avis sur la manière dont vous pourriez non seulement
améliorer vos produits et vos processus de création, mais aussi attirer de nouveaux clients.

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Il peut être difficile pour les entreprises d’établir de tels liens de confiance sous forme numérique. En
revanche, ne pas s’en soucier peut avoir des conséquences majeures. Une récente étude PwC a révélé que
« la plupart des personnes ne font le lien entre technologie et expérience client qu’en cas de défaillance
technique, de lenteur ou de perturbation du processus ». Une expérience désagréable peut avoir un
impact important. Selon l’enquête : « Un consommateur sur trois (32 %) déclare qu’il abandonnerait une
marque qu’il apprécie après la première expérience désagréable. Ce chiffre est encore plus élevé en
Amérique latine, où il attaint 49 %. »

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