The Customer-In Revolution

At FPX, we encourage businesses to take a "customer-in" approach as a way to break free from "technology-out" constraints. End users don't think in terms of business systems and organizational functions, they think in terms of needs and tasks – user journeys. Businesses must leave behind the one-off solutions and instead focus on delivering experiences that better meet the expectations of modern users. If the experience can better map to the user journey, from end-to-end, across all channels and touchpoints, then users find value in the experience and businesses can increase their chances of user adoption and engagement.

When you look at FPX's Fortune 500 customer base, you can see an excellent example of market-leading, global enterprises embracing the "customer-in" methodology to create competitive advantages.

These clients pursued a better mousetrap for enabling IoT strategies, and FPX responded with a strategic platform featuring its CPQ solution for enabling new product introductions, effective selling practices, and improving distributor experience. Rather than looking to put a "bandage" on an easily identifiable problem, FPX assessed the broader implications of their former processes and mapped a strategy that focused on the user experience across all touch points – including direct sales, vendor channels and end users.

Within the first year, FPX clients experience:

• Increased profit margin by 150 to 500 basis points with real-time price optimization
• Revenue growth from new customer acquisitions by 4-12% incrementally with new guided buying and guided selling capabilities
• Reduced IT footprint by retiring dozens of legacy systems while reducing dependency to scale IT headcount proportionally with the growth of its business
• A better win/loss ratio thanks to automated workflow during the approval process
• Reduced time-to-market for new product introductions from two to six months to 15 days