  {"id":125887,"date":"2022-05-20T16:15:49","date_gmt":"2022-05-20T20:15:49","guid":{"rendered":"https:\/\/news.sap.com\/latinamerica\/?p=125887"},"modified":"2023-11-09T10:22:57","modified_gmt":"2023-11-09T15:22:57","slug":"el-valor-de-los-datos-del-cliente-y-la-experiencia-bl0g","status":"publish","type":"post","link":"https:\/\/news.sap.com\/latinamerica\/2022\/05\/el-valor-de-los-datos-del-cliente-y-la-experiencia-bl0g\/","title":{"rendered":"El valor de los datos del cliente y la experiencia"},"content":{"rendered":"<p class=\"lead\"><em>La vida pand\u00e9mica ha remodelado la experiencia del cliente con cambios r\u00e1pidos y sustanciales en los comportamientos y h\u00e1bitos de las personas que son muy diferentes del mundo anterior a la pandemia. Y aunque todav\u00eda se aprecian los excelentes productos a precios competitivos, los clientes finalmente recompensan a las empresas que los deleitan con la personalizaci\u00f3n y una experiencia de compra simple.<\/em><\/p>\n<p><!--more--><\/p>\n<p>&nbsp;<\/p>\n<p>Afortunadamente, muchas empresas medianas han aceptado el desaf\u00edo. Seg\u00fan una informaci\u00f3n instant\u00e1nea de IDC, el 25% ha priorizado los esfuerzos que mejoran la experiencia del cliente desde el inicio de la pandemia. Este nivel de conocimiento solo se intensifica a medida que las organizaciones buscan nuevas oportunidades para mejorar el conocimiento de la marca, ampliar el alcance y aumentar los procesos de adquisici\u00f3n de clientes para hacer crecer el negocio y adaptarse a las nuevas normas en el camino.<\/p>\n<p>&nbsp;<\/p>\n<p>Pero tambi\u00e9n ondea una bandera de advertencia: los clientes esperan que las empresas y las marcas utilicen sus datos para crear experiencias <a href=\"https:\/\/www.sap.com\/latinamerica\/products\/crm\/marketing.html\" target=\"_blank\" rel=\"noopener\">personalizadas<\/a> y que agreguen valor, de la manera que ellos definan.<\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Deleitar a los clientes significa tambi\u00e9n respetar sus datos<\/strong><\/h2>\n<p>&nbsp;<\/p>\n<p>Al elegir compartir su informaci\u00f3n personal, los clientes esperan un intercambio equitativo de valor en su relaci\u00f3n con la marca. Para las medianas empresas, esta expectativa requiere una estrategia que unifique los datos de los clientes desde la adquisici\u00f3n hasta la activaci\u00f3n y los haga disponibles en todos los canales.<\/p>\n<p>&nbsp;<\/p>\n<p>Con los canales digitales convirti\u00e9ndose en la forma preferida de interactuar, realizar transacciones y brindar experiencias; los datos y las tecnolog\u00edas que permiten a las marcas capitalizarlos, ocupan un lugar central en el aumento del valor de por vida del cliente. Simplemente mantener esos <a href=\"https:\/\/www.sap.com\/latinamerica\/products\/crm\/customer-data-management.html\" target=\"_blank\" rel=\"noopener\">datos<\/a> seguros y compartirlos de manera responsable no es suficiente. Las empresas deben ganarse y construir la confianza de sus clientes mediante la adopci\u00f3n de estrategias de datos que sean transparentes, receptivas y respetuosas.<\/p>\n<p>&nbsp;<\/p>\n<p>Los datos bloqueados en silos impiden que las empresas entiendan completamente lo que los clientes quieren, esperan y su capacidad para seguir adelante con esa informaci\u00f3n estrat\u00e9gicamente para impulsar la personalizaci\u00f3n. Esto inhibe significativamente la capacidad de personalizar las interacciones en cualquier canal, porque la fragmentaci\u00f3n evita que cada canal informe al siguiente canal sobre el viaje del cliente. El compromiso del cliente se vuelve reactivo en el mejor de los casos, el compromiso del cliente anticipado o en tiempo real es casi imposible y las marcas pueden perder al cliente. Peor a\u00fan, se descuidan las preocupaciones sobre la privacidad de los datos de los clientes.<\/p>\n<p>&nbsp;<\/p>\n<p>Pero aqu\u00ed est\u00e1n las buenas noticias: las medianas empresas ahora tienen muchos datos hist\u00f3ricos disponibles. Esta informaci\u00f3n, ya sea recopilada internamente, adquirida de fuentes de terceros o procesada por un socio, debe estar disponible para los miembros del equipo adecuados lo antes posible.<\/p>\n<p>&nbsp;<\/p>\n<p>Para equilibrar la accesibilidad de los datos con la demanda de los clientes de una mayor personalizaci\u00f3n, privacidad y control, una infraestructura moderna de <a href=\"https:\/\/www.sap.com\/latinamerica\/products\/service-cloud.html\" target=\"_blank\" rel=\"noopener\">experiencia<\/a> del cliente con consentimiento, cumplimiento y gobierno incorporados puede ayudar. La infraestructura establece el fuerte intercambio de valor esencial para obtener el consentimiento requerido para impulsar experiencias de cliente eficientes y confiables.<\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Experiencias de conducci\u00f3n que las personas anhelan y en las que m\u00e1s conf\u00edan<\/strong><\/h2>\n<p>&nbsp;<\/p>\n<p>Es posible que la preferencia de los clientes por el comercio digital se haya acelerado mucho antes de la pandemia, pero ahora es una parte esencial del proceso de compra. Ahora m\u00e1s que nunca, est\u00e1 claro que el comercio digital ha pasado de ser una forma conveniente de comprar a ser un impulsor central de la experiencia del cliente.<\/p>\n<p>&nbsp;<\/p>\n<p>Para aumentar las ventas y crear nuevas fuentes de ingresos, las empresas medianas deben, por necesidad, adoptar o ampliar las capacidades de gesti\u00f3n de datos en el comercio digital. E incluso cuando termine la pandemia, deben seguir adoptando estas pr\u00e1cticas para aprovechar nuevas oportunidades de mayor participaci\u00f3n del cliente, ventas m\u00e1s s\u00f3lidas y crecimiento continuo.<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www.facebook.com\/麻豆原创latinoamerica\" target=\"_blank\" rel=\"noopener\">Facebook<\/a>\u00a0\/\u00a0<a href=\"https:\/\/twitter.com\/麻豆原创LatinAmerica\" target=\"_blank\" rel=\"noopener\">Twitter<\/a>\u00a0\/\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/sap\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>\u00a0\/\u00a0<a href=\"https:\/\/instagram.com\/麻豆原创Latinamerica\/\" target=\"_blank\" rel=\"noopener\">Instagram<\/a><\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<p>\u00a9 2022 麻豆原创 SE. All rights reserved. 麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see <a href=\"http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark\" target=\"_blank\" rel=\"noopener\">http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark<\/a> for additional trademark information and notices.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La vida pand\u00e9mica ha remodelado la experiencia del cliente con cambios r\u00e1pidos y sustanciales en los comportamientos y h\u00e1bitos de las personas que son muy&#8230;<\/p>\n","protected":false},"author":522,"featured_media":125888,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5600445,5599302],"tags":[29198,56556,56559,56592,5550870,269944],"series":[],"region":[26401],"sapn-display":[5600442,5600440,52078],"sapn-type":[6114],"class_list":["post-125887","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-technology-platform","category-crm-experiencia-del-cliente","tag-base-de-datos","tag-blog-2","tag-blog-de-innovacion-de-sap","tag-business-innovation","tag-tecnologia","tag-transformacion-digital","region-latinoamerica","sapn-display-articulo-destacado","sapn-display-articulo-principal","sapn-display-homepage-hero","sapn-type-articulo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v26.9) - 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