{"id":32860,"date":"2017-02-08T08:10:32","date_gmt":"2017-02-08T07:10:32","guid":{"rendered":"https:\/\/enreach.es\/blog\/la-centralitzacio-client-clau-per-l-exit-les-empreses\/"},"modified":"2022-06-23T13:49:57","modified_gmt":"2022-06-23T13:49:57","slug":"la-centralitzacio-client-clau-per-l-exit-les-empreses","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/la-centralitzacio-client-clau-per-l-exit-les-empreses\/","title":{"rendered":"La centralitzaci\u00f3 en el client, clau per a l \u2018\u00e8xit de les empreses"},"content":{"rendered":"<p>Un informe de Ernst &amp; Young indica que les empreses milloraran el seu creixement i rendibilitat a curt termini adoptant estrat\u00e8gies d\u2019innovaci\u00f3 enfocades al client.<\/p>\n<p>La tecnologia creix a un ritme exponencial i influeix en el comportament dels consumidors i en les <strong>estrat\u00e8gies de comercialitzaci\u00f3<\/strong> de les empreses. De cara a l\u2019any 2020, s\u2019estima que el 80% de la poblaci\u00f3 mundial tindr\u00e0 acc\u00e9s a la telefonia m\u00f2bil; m\u00e9s de 50 mil milions de dispositius estaran connectats, per\u00f2 ser\u00e0 l\u2019smartphone el dispositiu preferit pels usuaris per accedir a Internet. Juntament amb aix\u00f2, els mitjans de comunicaci\u00f3 social i l\u2019acc\u00e9s sense precedents a la informaci\u00f3, serveis, revisions de productes, etc., est\u00e0 creant una <a href=\"\/\/www.masvoz.es\/blog\/ca\/el-contact-center-de-la-generacio-millennial\/\"><strong>nova generaci\u00f3 de clients<\/strong><\/a> cada cop m\u00e9s informats i exigents. Tot aix\u00f2, exigeix estrat\u00e8gies enfocades a proporcionar la millor <a href=\"\/\/www.masvoz.es\/blog\/ca\/claus-per-augmentar-el-valor-i-el-creixement-dels-contact-center\/\"><strong>experi\u00e8ncia de client<\/strong><\/a> possible com a clau del <a href=\"https:\/\/www.masvoz.cat\/numeracio-telefonica\/tipus-de-numeracio\"><strong>creixement dels negocis<\/strong><\/a>.<\/p>\n<p><strong>Claus per redefinir les relacions amb els clients<\/strong><\/p>\n<p>En aquest entorn de r\u00e0pida transformaci\u00f3 cap a les <strong>empreses digitals<\/strong>, un nou conjunt de principis constitueix la clau per redefinir les relacions entre empreses i clients, i transformar els models de negoci cap a <a href=\"\/\/www.masvoz.es\/blog\/ca\/omni-business-arriben-els-models-de-negoci-focalitzats-en-el-client\/\"><strong>estrat\u00e8gies centrades en el client<\/strong><\/a>. D\u2019acord amb l\u2019<a href=\"http:\/\/www.ey.com\/Publication\/vwLUAssets\/The_journey_toward_greater_customer_centricity_-_US\/$File\/Customer_Centricity_Paper_29_April_Final_US.pdf\">informe<\/a> \u201cThe Journey Toward Greater Customer Centricity\u201d, elaborat per la firma d\u2019an\u00e0lisi estrat\u00e8gic Ernst &amp; Young, aquests principis clau s\u00f3n els seg\u00fcents:<\/p>\n<ul>\n<li><strong>Protegir els negocis d\u2019intermediaris<\/strong>. Les empreses han d\u2019assegurar-se que conserven una fort influ\u00e8ncia en la percepci\u00f3 que els seus clients tenen dels seus productes i serveis, com a \u00fanica manera de con\u00e8ixer als seus clients i respondre a les seves necessitats i prefer\u00e8ncies de forma eficient.<\/li>\n<\/ul>\n<ul>\n<li><strong>Utilitzar la informaci\u00f3 i el coneixement com avantatge competitiu<\/strong>. L\u2019atenci\u00f3 ha de traslladar-se del producte al client, \u00e9s a dir, comprendre millor les veritables necessitats que presentin els clients amb la finalitat de redefinir els productes i serveis que els ofereixen, i <a href=\"https:\/\/www.masvoz.cat\/telefonia-intel%C2%B7ligent\">les formes en qu\u00e8 interactuen amb ells<\/a>.<\/li>\n<\/ul>\n<ul>\n<li><strong>Augment de la <\/strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/avantatges\"><strong>productivitat<\/strong><\/a><strong> com avantatge competitiu<\/strong>. Aquelles companyies que siguin capaces d\u2019augmentar la productivitat a trav\u00e9s de processos de negocis racionalitzats i millores tecnol\u00f2giques seran capaces de millorar les seves despeses i <strong>augmentar la qualitat del seu <\/strong><a href=\"\/\/www.masvoz.es\/blog\/ca\/latencio-al-client-protagonitzara-lestrategia-de-les-empreses-el-2017\/\"><strong>servei al client<\/strong><\/a>.<\/li>\n<\/ul>\n<ul>\n<li><strong>Diversificaci\u00f3 de les fonts d\u2019ingressos<\/strong> amb l\u2019objectiu de garantir estabilitat en el creixement i l\u2019obtenci\u00f3 d\u2019ingressos, fet que tamb\u00e9 afecta a les relacions amb el client, doncs les necessitats d\u2019aquests i el rendiment del producte fluctuen en base a les pr\u00f2pies condicions del mercat i la societat.<\/li>\n<\/ul>\n<ul>\n<li><strong>Identificar i administrar associacions estrat\u00e8giques<\/strong> <strong>de negocis<\/strong>. L\u2019adopci\u00f3 de noves tecnologies facilita la subcontractaci\u00f3 de funcions que no s\u00f3n estrat\u00e8giques i que faciliten millorar l\u2019<strong>efici\u00e8ncia<\/strong> i l\u2019<strong>efic\u00e0cia<\/strong> en tota la cadena de valor.<\/li>\n<\/ul>\n<p>Concentrant-se en aquests cinc principis clau, Ernst &amp; Young assenyala que les empreses podran millorar el seu <strong>creixement i rendibilitat<\/strong> a curt termini, sempre i quan adoptin i integrin dins de les seves organitzacions el concepte d\u2019<a href=\"\/\/www.masvoz.es\/blog\/ca\/oficines-intel%C2%B7ligents-com-les-noves-tecnologies-estan-transformant-les-empreses\/\"><strong>innovaci\u00f3<\/strong><\/a>. Aix\u00ed, segons destaca l\u2019informe: \u201cEls futurs l\u00edders de la ind\u00fastria seran \u00e0gils i capa\u00e7os de respondre r\u00e0pida i efica\u00e7ment a les canviants condicions del mercat, les noves demandes dels consumidors i les noves regulacions\u201d.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Un informe de Ernst &amp; Young indica que les empreses milloraran el seu creixement i rendibilitat a curt termini adoptant estrat\u00e8gies d\u2019innovaci\u00f3 enfocades al client. La tecnologia creix a un ritme exponencial i influeix en el comportament dels consumidors i en les estrat\u00e8gies de comercialitzaci\u00f3 de les empreses. De cara a l\u2019any 2020, s\u2019estima que&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/la-centralitzacio-client-clau-per-l-exit-les-empreses\/\" title=\"Read La centralitzaci\u00f3 en el client, clau per a l \u2018\u00e8xit de les empreses\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":27409,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-32860","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>La centralitzaci\u00f3 en el client, clau per a l \u2018\u00e8xit de les empreses - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/blogla-centralizacion-en-el-cliente-clave-para-el-exito-de-las-empresas\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La centralitzaci\u00f3 en el client, clau per a l \u2018\u00e8xit de les empreses - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Un informe de Ernst &amp; Young indica que les empreses milloraran el seu creixement i rendibilitat a curt termini adoptant estrat\u00e8gies d\u2019innovaci\u00f3 enfocades al client. La tecnologia creix a un ritme exponencial i influeix en el comportament dels consumidors i en les estrat\u00e8gies de comercialitzaci\u00f3 de les empreses. De cara a l\u2019any 2020, s\u2019estima que... 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