Skip to main content

Customer experience management

Customer experience management (CEM or CXM) is the collection of processes a company uses to optimize interactions from the customer's perspective and foster customer loyalty. CXM requires a company to create a customer-centric strategy that aggregates data from every possible customer touch-point and moment of truth (MOT).
There are four critical steps to creating a successful customer experience strategy:

Understand your customer
The first step in building a customer strategy is understanding customers' needs and behaviors and creating customer segmentation based on these factors.

Create a customer vision
Once the target audience is identified, the next step is to create a customer journey map. This helps identify customer touch-points and anticipate how customers will interact with the product or service and could help customer retention down the road.

Develop an emotional connection
This involves creating a brand personality that evokes emotions and connections for a customer and helps establish a relationship between the customer and the company.

Capture customer feedback
It is important to measure customer satisfaction in real time. Customer feedback can help the company track customer perceptions, enable quality monitoring and measure the success of the customer experience strategy.

Today, there is more incoming data to process from more sources than ever before, and this data needs to be integrated with existing customer account data. The ability to combine customer relationship management (CRM) system data with financials, ERP and inventory management, as well as real-time data on social platforms, is an important consideration when purchasing software to support CXM.

Many companies rely on business intelligence and customer data analytics tools to learn how to market and sell to customers in a more personalized, one-to-one fashion. Personalization strategies include new technologies, such as mobile marketing, location-based services and beacons, which help companies identify where customers are and market to them in real time.

Companies also use emotional analytics to gauge whether customers benefit from their interactions with the brand. Emotional analytics software can help analyze the success of a variety of operations that are related -- but potentially tangential to -- customer service, such as inventory management or supply chain management.

Knowledge management systems are also important tools for seamless customer service. Agents can use these systems to look up product information and customer interactions with other products. Agents can also combine this information with customer data and inventory information to provide customers with account information, product education and inventory.

Comments

Post a Comment

Popular posts from this blog

Black swan

A  black swan event  is an incident that occurs randomly and unexpectedly and has wide-spread ramifications. The event is usually followed with reflection and a flawed rationalization that it was inevitable. The phrase illustrates the frailty of inductive reasoning and the danger of making sweeping generalizations from limited observations. The term came from the idea that if a man saw a thousand swans and they were all white, he might logically conclude that all swans are white. The flaw in his logic is that even when the premises are true, the conclusion can still be false. In other words, just because the man has never seen a black swan, it does not mean they do not exist. As Dutch explorers discovered in 1697, black swans are simply outliers -- rare birds, unknown to Europeans until Willem de Vlamingh and his crew visited Australia. Statistician Nassim Nicholas Taleb uses the phrase black swan as a metaphor for how humans deal with unpredictable events in his 2007...
Post a Comment
Read more

A Graphics Processing Unit (GPU)

A graphics processing unit (GPU) is a computer chip that performs rapid mathematical calculations, primarily for the purpose of rendering images. A GPU may be found integrated with a central processing unit (CPU) on the same circuit, on a graphics card or in the motherboard of a personal computer or server. In the early days of computing, the CPU performed these calculations. As more graphics-intensive applications such as AutoCAD were developed; however, their demands put strain on the CPU and degraded performance. GPUs came about as a way to offload those tasks from CPUs, freeing up their processing power. NVIDIA, AMD, Intel and ARM are some of the major players in the GPU market. GPU vs. CPU A graphics processing unit is able to render images more quickly than a central processing unit because of its parallel processing architecture, which allows it to perform multiple calculations at the same time. A single CPU does not have this capability, although multi...
Post a Comment
Read more

6G (sixth-generation wireless)

6G (sixth-generation wireless) is the successor to 5G cellular technology. 6G networks will be able to use higher frequencies than 5G networks and provide substantially higher capacity and much lower latency. One of the goals of the 6G Internet will be to support one micro-second latency communications, representing 1,000 times faster -- or 1/1000th the latency -- than one millisecond throughput. The 6G technology market is expected to facilitate large improvements in the areas of imaging, presence technology and location awareness. Working in conjunction with AI, the computational infrastructure of 6G will be able to autonomously determine the best location for computing to occur; this includes decisions about data storage, processing and sharing.  Advantages of 6G over 5G 6G is expected to support 1 terabyte per second (Tbps) speeds. This level of capacity and latency will be unprecedented and wi...
Post a Comment
Read more