Customer portals are making a comeback, driven by new tech, rising expectations, and the demand for seamless digital experiences. Modern portals, enhanced with automation and AI, can slash customer service costs by up to 30%, boost satisfaction by 20%, and cut response times by 40%.

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With over 20 years of experience, we've mastered the art of building successful portals. Let us share our proven approach to help you win over stakeholders and delight your customers.

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Step 1: Value Propositions are Critical

The customer portals of the 2000s faced a major challenge: they focused too much on technology and not enough on customer value. Today, your value proposition must be crystal clear and over-communicated.

‍• Define Value: Highlight the tangible benefits and ROI your portal offers, such as time savings, cost reductions, increased efficiency, and higher satisfaction. For instance, if your portal streamlines support, show how it reduces response times and operational costs.

• Set OKRs and KPIs: Align these metrics with your value proposition to ensure every feature ties back to core values. Prioritize value or risk failure.

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Step 2: Rapid Value Delivery and Monetization

Speed is key. Quickly deploying and monetizing your portal boosts satisfaction and delivers ROI.

How to Proceed:

‍• Buy Versus Build: Evaluate existing solutions for quick customization. This accelerates time-to-market and lets you focus on core functionalities.

• Use Proven Frameworks: Opt for reliable frameworks to ensure scalability and reduce risks.

• Quick Deployment: Launch a 22-second Customer Portal with core features, then build your MVPOC to gain traction and impress customers.

• Monetization: Start charging once the prototype is live to validate value and generate immediate revenue.

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Step 3: Create an Effortless Customer Experience

Less is more. Aim for effortless customer experiences by understanding your business processes.  

Conduct a SIPOC (Suppliers, Inputs, Processes, Outputs, Customers) analysis to identify waste and opportunities. Eliminate waste to deliver maximum value.  

Key Elements:

‍• Intuitive Design: Create a visually appealing, functional, and easy-to-navigate interface.

• Digital Automation: Streamline processes to reduce manual intervention and speed up tasks.

‍• AI and Chatbots: Enhance interactions with AI-driven chatbots for instant support and guidance.

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An effortless experience boosts satisfaction and engagement, driving higher adoption and loyalty.

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Step 4: Develop a Roadmap to New Features

Think of roadmaps like movie trailers—they build interest and invite feedback early.  

How to Proceed:

‍• Clear Timelines: Communicate when features will be delivered to create anticipation and excitement.

• Ask for Feedback: Share plans and prototypes early to gather input and suggestions.

‍• Iterative Updates: Regularly update the portal based on feedback and advancements. Adjust based on customer interest and prioritization.

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A clear roadmap and customer involvement ensure your portal evolves with user needs, enhancing engagement and satisfaction.

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Step 5: Validate Value and Showcase ROI with Advanced Analytics

Showcasing ROI to your customers is crucial. Every feature should align with your core value proposition.  

How to Proceed:

‍• Use Analytics Tools: Tools like Google Analytics, Mixpanel, and Tableau help quickly set up and track OKRs and KPIs.

• Continuous Monitoring: Regularly review and adjust metrics to meet evolving needs and objectives.

‍• Create a Feedback Loop: Use analytics to inform future development and enhancements.

‍• Prove Value: Provide detailed ROI projections with quantifiable metrics, monetized savings, and real-world examples.

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Examples of Transparent Metrics:

‍• GoodRx: Shows how much customers save on prescriptions compared to retail prices.

• Instacart: Metrics on time saved by having groceries delivered.

‍• Create a Feedback Loop: Use analytics to inform future development and enhancements.

‍• Uber: Detailed fare breakdowns and trip histories for cost savings and convenience.

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Moving Forward:

Learn from others to make your own mistakes and grow. Our five steps are based on observed successes and failures.  

At Xennial, we believe in the transformative power of customer portals. With our proven strategies and extensive experience, you can create a portal that delivers value, fosters loyalty, and drives your business forward. Invest in a portal that aligns with your goals, adapts to the evolving digital landscape, and consistently delivers results. With the right approach, your portal will be a cornerstone of your digital strategy.

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Roadmap for Building a Successful Customer Portal

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We developed this roadmap to be a helpful way for businesses and executives to make sure they feel confident in their customer portal. By following this roadmap, directors and executives can ensure that their customer portal meets and exceeds expectations, delivering substantial value and continuous improvement. Integrating automation and AI and leveraging the latest tools, technologies, and processes ensures everyone wins with this approach, delivering proven value faster than ever before. You're ready to offer the same at your company and witness your customer portal surpass expectations, provide significant value, and drive ongoing improvement. If you want to use this checklist for your business, right click on the roadmap image above and click "save image as" to save to your desktop! If you're on mobile, press and hold on the image and then select the download option. If you are looking to create your own customer portal, reach out to us at xennial.com to get a personalized customer portal experience.

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