If you’re trying to improve the customer experience, start by looking at whether your digital customer experience is disjointed.
As a SaaS provider or B2B company, “digital” might be the only way a customer interacts with you. If all they experience is disconnected, frustrating processes where they have to login multiple times and go to multiple systems in order to get their problem answered, you’re not delivering an optimal experience.
One approach to fixing the problem is to centralize the customer experience around a customer community.
A customer community creates a space where customers can connect with you, connect with each other, and find what they need for success.
Your customer community should be a digital hub; a place where customers can access everything they need regarding your company or product during every stage of the customer lifecycle.