Customer Migration Planning

November 20, 2017

Site migrations are complex and typically involve compromise, so short-term CX challenges are inevitable.

There have been several high profile site migrations in the past few years which have posed problems for existing customers as new systems replace old and accounts can’t be seamlessly migrated. A good example is M&S, attracting criticism for the the disruption caused to customers.

So how do you plan effectively to manage and mitigate risk? Today’s chat will look at how organisations can plan for customer migrations and put sensible comms plans in place to minimise disruption and keep customers informed.

As ever: there will be 3 conversation starter questions and anyone is welcome to join in using the #EcomChat hashtag on Twitter.

Here are the 3 questions:

  1. What risks are associated with migrating customers to new platforms/systems?
  2. What should you be doing to engage with customers and help them through the process?
  3. What can you do internally to plan for and mitigate known risks?

Thanks, Dan & James.

p.s. If you’re wondering “what’s this about?” there is a page explaining all just here.

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