| |September 20219humans who press the `buy' button for orders to go through.To emphasize, Irefertoa Forbes magazine list of June 2020 published amid the raging Covid pandemic, on how 10 B2B companies had transformed their CX to stay in the game. Prominent among them is the communications tool Zoom which had turned into a Covid communications platform. FedEx created resources for small businesses, while Bank of America eased small business regulations. And Verizon added a video conferencing tool while Slack put out out a survey on remote work. They were all going in different directions to help customers.As a key ingredient, access to continuous customer feedback so one can understand and focus on what matters to the customer pivots a successful B2B CX program. Historically, B2B companies have adhered to limited feedback responses, making it impossible to understand customer drivers and make informed decisions.Customer Happiness Is Taking Center StageLiving in your customers' shoes is the best way to enhance CX. It's also about taking an outside-in role and living the experience of our service through the customers' lens. Before, it was about servicing the internal customers who were serving the external customers. Today, as we innovate, the internal gatekeeper role goes away, and one must engage with the external customer directly. We now link internal business processes to experiences those customers have or want.That transformation is on and going beyond beta programs, a culture born out of customer happiness. Predicting/anticipating what challenges they might face in the future is driving more product innovation, sharpening service focus and intensifying real-time customer engagement. Things like speed, ease, consistency, being relevant, and transparency -- key asks of any customer ina B2B setup ­ are evolving. The goal is to provide all these packaged in a memorable and great customer experience. And that should achieve `Customer Happiness', the true measure of a company's success."Customer Service" and "Customer Satisfaction" are no longer sufficient benchmarks increating loyal buyers in today's fast-evolving technology landscape. One needs to build credibility and trust with external customers and start talking about innovation and how to focus on increasing the count of customers. Various studies have shown that purchasing decisions and customer loyalty are built on creating an emotional connection between a business and its customers and making them happy.The Key DriverIt is specifically this "Customer Happiness" -- not merely "Customer Service" or "Customer Satisfaction" ­ which is one of the core values written into the JFrog Codex, designed and created by our employees to define what values we should follow as a company. We are passionate about being one of those rare companies to foster a customer-centric culture.To create a memorable customer experience and ultimate Customer Happiness, one should think like a developer to create end-to-end solutions that give developers true value and benefits from the products. As a product-led, trusted partner to your customers, you should consistently and constantly listen to the needs and feedback to create best-in-breed solutions for them. No problem is too big or too small for anyone to solve, like the ethos that Cisco states in their customer experience approach to achieve Customer Happiness: "Whatever it takes,we'll get the job done."The Bottom LineIn a company's transformational processes, customer experience should be the key outcome. The processes should align. Today, we live in a hyper-connected world, where information is the commodity, the Internet is the supplychain and Cloud is the warehouse. The move to future processes involves a drastic shift from the traditional product-centric strategy to one that focuses more on the customer. It stands to reason that further digitization will bring in an era of highly evolved methods to innovate, engage and provide extra value to the customer.When we achieve this business outcome, we have not only achieved enhanced customer experience, but also positive lifestyle upshot. That is why, for us, the right business outcome is the key which lends to richer customer experience. Living in your customers' shoes is the best way to enhance CX. It's also about taking an outside-in role and living the experience of our service through the customers' lens
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