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Clients Are Evolving: Make Sure You Keep Pace

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Updated on May 3, 2023

Clients are increasingly mobile and their needs are changing; businesses must therefore be flexible. How will you adapt?

Demand is shifting and supply must adapt quickly. This was already evident before the pandemic, but the past two years have further transformed needs beyond home delivery services and telecommuting requirements.

City demographics are changing. Social values influence consumers. Your organization needs to take all of these factors into account to survive.

Getting to know your clients and shaping your business model to attract and retain them requires you to leverage technology, like all your competitors.


Technology was deployed to support telecommuting and these tools will remain, allowing for greater mobility of staff, changing the demographics of cities and different regions of the country, and providing flexibility in moving within and across borders. Consumers are on the move, and you need to get to them where they are.

Reach your clients more accurately

To do this, you need to know your clients well. Using artificial intelligence to analyze your data will help you reach your clients more accurately and at the right time.

Keep in mind mobile devices

In addition, it is important to keep in mind that more than 50% of web users use their mobile device rather than a desktop computer to get information or a service, a trend that is increasing every year. This is something you need to take into account, for example, with a more powerful website or by developing initiatives to meet client needs.

In particular, there are many applications set up to respond quickly to client needs that factor in their proximity thanks to geolocation. Examples include Bixi and Communauto, but also suggestions for restaurants, places to visit or services to obtain. Payments are also increasingly made through mobile devices. This has a boomerang effect on demand.


Your clients want to feel special. By targeting their needs quickly and precisely, you help them save time because you are offering them the right thing, making them even more satisfied. The more they feel you are listening and know them well, the less they will be tempted to go to your competitor.

Data analysis becomes crucial to anticipate clients’ needs and respond where they are, at the right time. Artificial intelligence allows you to adjust your offer in real time.

The installation, for example, of a customer relationship management (CRM) solution integrated into your ERP system can make it much easier to develop your client approach and better target their needs.

Clients also want to have a say about the offering and have an active role in their experience.


To enhance your client relationship, you may want to optimize your organization’s internal and external logistics management, for example, by installing delivery and return tracking applications.

You could also install a tracking system on internal transportation vehicles that works with radio-frequency identification (RFID) chips or sensors.


In this day and age, keeping data private and secure is a must, with a cybersecurity plan and policies that comply with current laws and regulations. You need to guard against cyberattacks and ensure that you close any gaps in your processes.

Don’t forget Bill 25

This is especially important as businesses will soon have to comply with the changes brought about by Bill 25. This law will come into effect in stages, in September 2022, 2023 and 2024. Organizations must therefore prepare for this and adapt their approach to data protection.

This law includes a requirement to obtain consent from clients and users of their platforms for the use of their data, as well as a right to be forgotten that allows clients to request the removal of certain information within a reasonable time. Companies will also have to provide for a privacy impact assessment (PIA) before launching a data collection system.

Environment and sustainable development

Social values are changing and environmental protection is becoming a determining factor in consumer choices.

You could, for example, equip yourself with life cycle assessment (LCA) software, which would allow you to evaluate and compare the environmental impacts of a product based on specific databases. Ultimately, this would allow you to significantly reduce your costs.

Research and development can become a key factor in continuing your activities by offering solutions to meet existing laws and regulations, social standards and your clients’ and business partners’ requirements.

We suggest that you take this questionnaire in order to properly assess your needs. You will know which aspect to focus on first and be able to measure your level of preparedness by comparing your progress with that of other organizations in your sector.

Of course, at any time, you can contact our team of experts who can assist you in your analysis and developing your action plan.

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