{"id":802989,"date":"2020-08-21T04:15:20","date_gmt":"2020-08-21T11:15:20","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/budget-for-kundupplevelse\/"},"modified":"2020-08-21T04:15:20","modified_gmt":"2020-08-21T04:15:20","slug":"budget-for-kundupplevelse","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/sv\/budget-for-kundupplevelse\/","title":{"rendered":"Budgetera f\u00f6r ditt program f\u00f6r kundupplevelser"},"content":{"rendered":"

Att ha ett program f\u00f6r kundupplevelse (CX) \u00e4r en viktig del av alla varum\u00e4rkens kundstrategi. Med s\u00e5 m\u00e5nga kontaktpunkter f\u00f6r kunderna f\u00f6re, under och efter k\u00f6pet blir det sv\u00e5rt att hantera. Du m\u00e5ste kontinuerligt f\u00f6rfina dem f\u00f6r att s\u00e4kerst\u00e4lla att konsumenterna \u00e4r n\u00f6jda med varje interaktion, varje g\u00e5ng. De m\u00e5ste hitta ett v\u00e4rde i varje interaktion och en <\/span>kundupplevelse<\/span><\/a> som de kommer att minnas och prata om med sina v\u00e4nner, sin familj och sina kollegor. Ett CX-program hj\u00e4lper dig att g\u00f6ra just det. Det \u00e4r ett v\u00e4ldefinierat och metodiskt tillv\u00e4gag\u00e5ngss\u00e4tt f\u00f6r att f\u00f6rb\u00e4ttra hur du interagerar med och skapar optimalt v\u00e4rde f\u00f6r alla <\/span>
\n kundkontaktpunkter<\/span>
\n<\/a>.<\/span><\/p>\n

Vilka faktorer b\u00f6r beaktas vid utformningen av en CX-budget?<\/span><\/h2>\n

Ett CX-program \u00e4r viktigt, men vad som \u00e4r \u00e4nnu viktigare \u00e4r att budgetera f\u00f6r det. Du beh\u00f6ver pengarna, och du m\u00e5ste l\u00e4gga fram ett utm\u00e4rkt aff\u00e4rsargument f\u00f6r att din ledningsgrupp eller finansdirekt\u00f6r ska lyssna p\u00e5 dig. Du m\u00e5ste f\u00f6rst planera din budget och dina prioriteringar. S\u00e5 hur g\u00e5r du tillv\u00e4ga f\u00f6r att fastst\u00e4lla prioriteringar f\u00f6r en CX-budget? Vi har tagit fram n\u00e5gra punkter som vi tror kan hj\u00e4lpa dig att komma ig\u00e5ng.<\/span><\/p>\n

1. Kundorientering<\/span><\/h3>\n

Lojala och n\u00f6jda kunder \u00e4r ryggraden i alla organisationer, de \u00e4r bra f\u00f6respr\u00e5kare och ger dig ocks\u00e5 \u00e5terkommande aff\u00e4rer. De \u00e4r genuint intresserade och engagerade i din organisations tillv\u00e4xt. En CX-budget kan hj\u00e4lpa dig att g\u00f6ra n\u00f6dv\u00e4ndiga f\u00f6r\u00e4ndringar f\u00f6r att g\u00f6ra dina kunder n\u00f6jda i alla skeden av kundresan. Detta \u00e4r avg\u00f6rande f\u00f6r att begr\u00e4nsa kundbortfallet<\/a>, vilket blir allt sv\u00e5rare i dessa dagar med sociala medier och konkurrerande varum\u00e4rken.<\/span><\/p>\n

En nyligen genomf\u00f6rd studie i USA visade att om du \u00f6kar din kundlojalitet med bara 5 % kommer ditt f\u00f6retags vinster att \u00f6ka med 25-95 %.<\/i><\/b><\/p>\n

2. Vad \u00e4r det som \u00e4r viktigt?<\/span><\/h3>\n

Du m\u00e5ste tydligt visa hur viktigt det \u00e4r att ha en CX-budget. Det kan vara sv\u00e5rt att f\u00e5 ledningen att k\u00f6pa in sig ibland, men du m\u00e5ste vara redo med dina po\u00e4ng. Det kommer alltid att finnas n\u00e5got mer angel\u00e4get som kan p\u00e5verka f\u00f6retagets budget. Det hj\u00e4lper dig att kartl\u00e4gga hur du planerar att anv\u00e4nda budgeten (teknik, resurser, verktyg etc.), n\u00e4r och om du beh\u00f6ver ytterligare budget senare.<\/span><\/p>\n

3. Definiera behov, f\u00f6rfina kostnader<\/span><\/h3>\n

Innan du ber om en budget b\u00f6r du noggrant definiera dina behov och prioriteringar f\u00f6r budgeten. Det \u00e4r idealiskt att arbeta ut saker i faser, s\u00e5 att det inte blir \u00f6verm\u00e4ktigt, ekonomiskt eller arbetsm\u00e4ssigt. Om du planerar att arbeta med dina verktyg och programvara f\u00f6rst och resurser senare, ta h\u00e4nsyn till det, f\u00f6r dina budgetkrav kommer att \u00e4ndras i enlighet med detta. N\u00e4r du arbetar f\u00f6r att f\u00f6rverkliga din plan ska du f\u00f6rfina dina kostnader. Det \u00e4r tillr\u00e5dligt att \u00f6verv\u00e4ga att minska kostnaderna f\u00f6r l\u00e5gprioriterade poster eller projekt. Genom att f\u00f6rfina dina kostnader n\u00e4r du \u00e4r p\u00e5 spr\u00e5ng kan du hantera din budget b\u00e4ttre och skapa f\u00f6rtroende hos ledningen f\u00f6r din budget och dina framtidsplaner.<\/span><\/p>\n

L\u00c4R DIG OM:<\/strong> Effektiv plan f\u00f6r kundframg\u00e5ng<\/a><\/p>\n

Definiera ocks\u00e5 ett syfte med att f\u00f6lja upp kundupplevelsen, s\u00e5 att ni b\u00e4ttre kan bed\u00f6ma vad ni beh\u00f6ver, n\u00e4r och hur mycket ni kan spendera. Vivek Bhaskaran, grundare och VD, s\u00e4ger f\u00f6ljande f\u00f6r att f\u00f6rst\u00e5 varf\u00f6r det \u00e4r viktigt:”Syftet med att sp\u00e5ra mina kunders upplevelse \u00e4r att b\u00e4ttre f\u00f6rst\u00e5 hur varje kunds behov utvecklas <\/em>. <\/span>Vi har arbetat med flera kunder som f\u00f6rst beh\u00f6vde en enkel unders\u00f6kning, som senare utvecklades till ett engagerat partnerskap med nya verktyg och tj\u00e4nster som integration, kulturhantering, onlinepanel, utveckling av mobilappar och dedikerad kundhantering<\/em>.”<\/span><\/p>\n

4. Avkastning p\u00e5 investeringar<\/span><\/h3>\n

Att s\u00e4kerst\u00e4lla avkastning p\u00e5 investeringen (ROI) kommer att vara till din f\u00f6rdel n\u00e4r det g\u00e4ller att f\u00e5 en budget godk\u00e4nd f\u00f6r ditt CX-program. Det \u00e4r aldrig r\u00e4tt tillf\u00e4lle att be om pengar, men du beh\u00f6ver dem! Oftast f\u00f6r att f\u00e5 in mer vinst. Du m\u00e5ste koppla kostnader till kundv\u00e5rd, verktygsuppdateringar och i stort sett allt som du beh\u00f6ver pengar till. P\u00e5 QuestionPro \u00e4r v\u00e5ra <\/span>
\n plattform f\u00f6r hantering av kundupplevelser<\/span>
\n<\/a> kan du ber\u00e4kna <\/span>
\n Int\u00e4ktsv\u00e4gd NPS<\/span>
\n<\/a>. Detta inneb\u00e4r att man inte l\u00e4ngre tittar p\u00e5 en <\/span>NPS-po\u00e4ng<\/span><\/a> och se hur stor andel av dina kunder som \u00e4r negativa, passiva eller positiva. Du kopplar kostnader till dessa procentsatser f\u00f6r att se hur stor del av dina int\u00e4kter som p\u00e5verkas. Detta s\u00e4tter verkligen saker och ting i perspektiv n\u00e4r det g\u00e4ller int\u00e4kter.<\/span><\/p>\n

5. Effektivisera processer<\/span><\/h3>\n

Att se till att kunderna \u00e4r n\u00f6jda med varje interaktion \u00e4r l\u00e4ttare sagt \u00e4n gjort. S\u00e5 mycket beror ocks\u00e5 p\u00e5 din process, dina verktyg och din teknik. Dina f\u00f6rs\u00e4ljnings- eller kundtj\u00e4nstmedarbetare kan svara p\u00e5 en f\u00f6rfr\u00e5gan eller ett klagom\u00e5l, men har de r\u00e4tt verktyg f\u00f6r att f\u00f6lja upp det? P\u00e5verkar era system er genomstr\u00f6mningstid mer \u00e4n era agenter? \u00c4r biljettf\u00f6rs\u00e4ljningen effektiv, tycker kunderna att det \u00e4r enkelt att logga in klagom\u00e5l p\u00e5 webbplatsen?<\/span><\/p>\n

Att effektivisera era processer har en positiv inverkan p\u00e5 <\/span>
\n kundn\u00f6jdheten<\/span>
\n<\/a>Och l\u00e5t oss vara \u00e4rliga – det hj\u00e4lper dig mer att hantera dina processer internt. Detta undanr\u00f6jer eventuella luckor och f\u00f6rbereder dig och din personal s\u00e5 att ni \u00e4r redo f\u00f6r eventuella framtida utmaningar. N\u00e4r kundklagom\u00e5len minskar \u00f6kar kundlojaliteten.<\/span><\/p>\n

Enligt en nyligen genomf\u00f6rd kundstudie s\u00e4ger 56 % av konsumenterna att de f\u00f6rblir lojala mot varum\u00e4rken som f\u00f6rst\u00e5r deras behov och problem.<\/i><\/b><\/p>\n

V\u00e5r CX <\/span>
\n programvara f\u00f6r CX-hantering<\/span>
\n<\/a> \u00e4r kostnadseffektivt och kan hj\u00e4lpa er att hantera era CX-initiativ p\u00e5 ett effektivt s\u00e4tt. Du kan testa testversionen f\u00f6r att se vad den erbjuder.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Att ha ett program f\u00f6r kundupplevelse (CX) \u00e4r en viktig del av alla varum\u00e4rkens kundstrategi. Med s\u00e5 m\u00e5nga kontaktpunkter f\u00f6r […]<\/p>\n","protected":false},"author":46,"featured_media":727224,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1440],"tags":[],"yoast_head":"\nBudgetera f\u00f6r ditt program f\u00f6r kundupplevelser | QuestionPro<\/title>\n<meta name=\"description\" content=\"Att budgetera f\u00f6r ett CX-program \u00e4r n\u00f6dv\u00e4ndigt, men det \u00e4r viktigt att ta h\u00e4nsyn till prioriteringar f\u00f6r att det ska bli effektivt. 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