Understanding your customer: how digital transformation evolves customer relationships

By Blue Wren Ltd

26 Jan 2018

Digital transformation not only represents an opportunity to improve internal processes, it also presents an opportunity to better connect with your customers.

We discuss how digital transformation evolves customer relationships, explaining how embracing it can help your business to better understand them.

Recognise their behaviour

Understanding your customer goes beyond knowing likes and dislikes. It’s about comprehending patterns in their habits and behaviour. Where educated guesswork once sufficed, specifics about customer behaviour can now be analysed, enabling businesses to identify and rectify shortcomings.

Taking your business online opens the door to in depth consumer analysis. Tools like Google Analytics allow you to see the behaviour flow of customers across your business’ website. It enables companies to identify where people are exiting their site; if people are dropping out of your booking system, why and where?

If they’re leaving to visit a certain page, is it possible to include some of that page’s content in the booking system? Such understanding enables you to make simple amendments, limiting lost opportunities and keeping your customer on their journey to purchase.

Supplementary analytical tools, like HotJar, help you to visualise their behaviour. Build heatmaps of onsite interaction, track customer journeys, even implement exit surveys. In doing so, you can better understand customer behaviour to tailor your online presence and intuitively address their needs.

Know the individual

According to research conducted by Accenture, 75% of customers are more likely to buy from a business able to make recommendations based on their purchase history and acknowledge them by name.

Despite this, too many businesses lack the resource to monitor individual customer behaviour. Customer relationship management (CRM) systems enable you to provide an increasingly personal service. They allow you to record every interaction a customer has with your business, and the more they interact, the clearer their identity becomes.

Similarly, ecommerce, course management and booking systems give your business access to information about individual consumers. As businesses and customers become increasingly connected, ability to gain valuable insight from big data grows.

So, whether information has been gathered through website cookies, loyalty cards or abandoned online shopping trollies, you can begin to get a better understanding of when, where and what to market to your customers. This refines upselling and reselling ability while streamlining marketing resources.

Consumers are increasingly accustomed to an elevated level of service. As such, the gap between businesses who embrace digital transformation and those who don’t grows larger as services become more tailored and personal. Don’t allow your business to fall behind.

To discuss how you can take the first step to better understanding your customers, get in touch

To find out more about how digital transformation can evolve your business’ relationship with its customers, keep an eye on the Blue Wren blog.

Latest news

1

Airframe Designs appoints four new senior specialists to drive growth strategy ; Jerrod Hartley, Tom Baynes, Phillip le Mottee, Paul Burrow, Martin Stones and Chris Fleet

Airframe Designs appoints four new senior specialists to drive growth strategy

05 Aug 2025

2

Lancashire’s Fhunded VC programme celebrates over £21m of early-stage investments Rory Southworth and Troy Wood from Fhunded, Angelene Woodland from The British Business Bank

Lancashire’s Fhunded VC programme celebrates over £21m of early-stage investments

05 Aug 2025

3

Beever and Struthers and Menzies LLP merge to form a leading national force in accountancy and business advisory services Maria Hallows, executive partner Beever and Struthers, Simon Massey, managing partner Menzies LLP and Caroline Monk, executive partner Beever and Struthers

Beever and Struthers and Menzies LLP merge to form a leading national force in accountancy and business advisory services

04 Aug 2025

4

Edge Hill University tops the North West for employment after graduation once again Edge Hill University graduates

Edge Hill University tops the North West for employment after graduation once again

31 Jul 2025

5

New hire at Two Stories following raft of digital wins Anthony Rigby

New hire at Two Stories following raft of digital wins

31 Jul 2025

Background image for hub sign up block

LBV Hub

Leverage Lancashire Business View platforms

Post your news
Post your events
Post your offers
Build your network
Improve your SEO
Gain coverage in the magazine
Sign-up
Events
Lancashire Built Environment Conference 2025
BEC 315 X 315 Px
Networking
25 Sep 2025

Lancashire Built Environment Conference 2025

Blackpool Football Club, Blackpool, FY1 6HX

08:30 - 13:00

CMI Level 5 Management and Leadership Course
UCLanAerialCampus.jpg.jpg
LBV Hub Seminars
21 Feb 2025 - 21 Feb 2026

CMI Level 5 Management and Leadership Course

Preston Campus, Preston , PR1 2HE

09:00 - 17:00

CMI Level 5 Project Management Course
UCLanAerialCampus.jpg.jpg
LBV Hub Seminars
21 Feb 2025 - 21 Feb 2026

CMI Level 5 Project Management Course

Preston Campus, Preston, PR1 2HE

08:00 - 17:00

Advantage: AI – A Workshop for Business Leaders – August 14th
Navy--Event Tile.png.png
LBV Hub Seminars
14 Aug 2025 - 14 Aug 2025

Advantage: AI – A Workshop for Business Leaders – August 14th

Door4 Office, Burnley Wharf, Burnley, BB11 1JG

09:00 - 12:00

The Business Network Central & East Lancashire
LBV Header (24).png.png
LBV Hub Networking
21 Aug 2025 - 21 Aug 2025

The Business Network Central & East Lancashire

Mytton Fold, Langho, BB6 8AB

11:30 - 14:15

Morecambe Bay Walk
Walk.jpg.jpg
LBV Hub Awards
30 Aug 2025 - 30 Aug 2025

Morecambe Bay Walk

Arnside, CARNFORTH, LA5

09:30 - 14:00

Longridge Soap Box Derby
Screenshot 2025-06-10 090035.png.png
LBV Hub Fundraisers
14 Sep 2025 - 14 Sep 2025

Longridge Soap Box Derby

Berry Lane, Longridge, PR3 3WH

10:00 - 16:30

Cumbria Business Expo 2025
https---cdn.evbuc.com-images-880461633-4862066883-1-original.20241022-110415.jpeg.jpg
LBV Hub Exhibitions
19 Sep 2025 - 19 Sep 2025

Cumbria Business Expo 2025

Carlisle Racecourse, Carlisle, CA2 4TS

09:00 - 15:00

Help to grow management course
Help to grow - barriers to growth.png.png
LBV Hub Seminars
26 Sep 2025 - 16 Dec 2025

Help to grow management course

Preston Campus , Preston , PR1 2HE

09:00 - 15:00

RISE - Lancashire's unique leadership programme for women
thumbnail_Emma Weston Illustration WENDY BOWERS RISE Illustrstion.jpg.jpg
LBV Hub Seminars
22 Oct 2025 - 18 Mar 2026

RISE - Lancashire's unique leadership programme for women

East Lancashire Chamber of Commerce, Clayton le Moors, BB5 5JR

09:30 - 15:30

North West Business Expo 2025
https---cdn.evbuc.com-images-880456273-4862066883-1-original.20241022-105445.jpeg.jpg
LBV Hub Exhibitions
24 Oct 2025 - 24 Oct 2025

North West Business Expo 2025

Bolton Stadium Hotel, Bolton, BL6 6SF

09:00 - 15:00

Lancashire Business Day 2025
241122lbvlancashiredaylhp0647web
Networking
27 Nov 2025

Lancashire Business Day 2025

Burnley FC , Burnley, BB10 4BX

12:00 - 17:00

Advertise with us

Reaching 50,000 members, our print, digital and event platforms offer a fantastic way to raise your business profile and help you grow.

Find out more LBV 123 Online Graphic
Subscribe now

Weekly news bulletin