Can you humbly say that? I’m trying to very humbly say thank you to all of the CloudExtend customers who have recently finished case studies and video testimonials. So many of our customers have also taken time out of their busy days to write reviews on SuiteApp and G2Crowd.

At CloudExtend, we welcome (and encourage!) our customers’ feedback in surveys, on Productboard (our customer-facing product enhancement site), review sites, and directly to our customer-facing teams. We use data and feedback to track our customer journeys, prioritize product updates, and build better relationships.

What Our Customers Are Saying:

“CloudExtend has inspired me to explore additional ways that we can automate processes for real-time business intelligence. In a remote working environment, we’ve managed to make better informed decisions with real-time data, and have company-wide visibility into customer communications that increased productivity by 30%.” Read the case study.
—Sarah Verdier, President, Botanical Science, Inc.

“We’re always looking for ways to streamline processes with the best technology, and the finance team had experience with how cumbersome CSV imports can be. We chose ExtendInsights to streamline transactional activity and journal entries. It saves each user on my finance team about 30 hours a month or about 360 hours a year.” Read the case study.
—Claudio Espinal, Financial Controller, Nanit

“CloudExtend Excel integration apps are a total game changer for NetSuite Users. Their intuitive, easy-to-use product installs in minutes and immediately, you can start updating your data and this has changed how we update our NetSuite data forever. “
—Ray Burns, Director of Business Solutions, Fastener Solutions, Inc.

“We have highly-customizable product verticals and before CloudExtend, our quote process was manual and time-consuming. As quote demand increased, CloudExtend increased our capacity and more than doubled the amount of quotes that we could get out, which equates to massive time savings for us.” Read the case study.
—Brad Adsit, Director of Product Development, Feeney

“ExtendSync performs better than we could’ve ever expected. It was faster than the free Outlook integration tool that we were using and we’ve experienced fewer crashes than before.” Read the case study.
—Robert Frauenheim, Founding Principal, Business It Source, Inc.

So many of our CloudExtend customers have come forward to discuss how important our support and customer-facing teams were in their decision making process and for that our team is extremely grateful.

Customer reviews make or break sales deals right on the cutting room floor. They are advantageous to both consumers and businesses alike and build the framework of a digitally transformed company. Customers can learn what kind of business that they would be doing business with and companies can use feedback to better improve their product or customer support strategies.

Like it or not, commerce changed in 2020. COVID-19 forced marketers to accelerate plans for digital transformation.

Here are the stats to back up customer-first methodology of today’s times.

1. About 95% of customers read reviews before making a purchase. (Powerreviews)
2. 93% of customers will read reviews of local businesses to determine its quality. (BrightLocal)
3. 72% of customers won’t take any buying actions until they’ve read reviews. (Testimonial Engine)

The weight of each customer interaction has increased in our remote working environment. Personal recommendations and word-of-mouth referrals were once the primary way for consumers to collect information about businesses. But now, the availability of customer-generated media has made it possible to find reviews in multiple places, and customers trust those reviews almost as much as a review from a friend or family member.

How powerful is this route to market on customer buying decisions? The answer is “very”: 91% of 18-34 year-olds trust online reviews as much as personal recommendations, and 93% of consumers say that online reviews influenced their purchase decisions.

Reviews do more than build trust and affinity. They can also increase revenue and impact sales.

• A one-star increase in Yelp rating leads to a 5-9 percent increase in revenue (study by Harvard Business School).
• Given comparable prices, travelers are 3.9 times more likely to choose a hotel with a higher review score (study by TrustYou).

Digital Transformation

We were all on the freeway together on auto-pilot driving together toward full digital transformation goals before the COVID-19 pandemic in 2020. We had the address in our phone, water in the cooler, and we were stopping at digital rest stops to learn along the way. We would get there, we knew it, but we had time before the 18-24 year-olds took over the world. There were so many things that we had to learn, test, and relearn and get the executive sign-off for. Then COVID-19 struck and in 2020, we were strapped to a jet and pumped full of Red Bull. We were told that goals weren’t changing, we would just be transforming a lot sooner than we predicted.

Digital transformation is the integration of digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers. It’s also a cultural change that requires organizations to continually challenge the status quo, experiment, and get comfortable with failure.

You need only peruse the handful of reviews sites to get a fair depiction of how your customers feel about your company. Things happen, this is a crazy world, but did you know that 9 out of 10 customers are reading these reviews before they buy from you?

The health of your organization must be measured by:

1. Understanding current and future customer journeys
2. Implementing necessary technology
3. Your product’s position in the current and future marketplace
4. Internal feedback from all departments
5. KPIs of the measurement of your success
6. Data-driven decision making

I want to turn you into our next customer success story.