Customer Experience Management Systems: Guide + Process

Customer Experience Management Systems is a set of tools and processes that companies use to manage the overall experience of their customers with different methods such as customer feedback systems, analytics and communication platforms.

A customer experience management system (CXMS) is necessary for companies to keep up with the constant evolution of customer expectations and stay competitive in the market. CXMS allows companies to identify areas where they can improve and make changes to better meet the needs of their customers.

By using CXMS, companies can increase customer satisfaction, loyalty, and retention. Additionally, a CXMS can help companies to reduce customer churn and increase the lifetime value of their customers. In this article, we will talk about different softwares that leverage customer experience management systems and the process of a company leveraging it.

Implementing a Customer Experience Management Systems

• Define your customer experience strategy: Define your overall goals and objectives for improving the customer experience and establish metrics to measure success.
  
  
  
• Collect and analyse customer data: Use various methods such as surveys, feedback forms, and analytics to collect data on customer preferences, pain points, and satisfaction levels.
  
  
  
• Identify areas for improvement: Use the data collected to identify areas where the company can improve the customer experience.
  
  
  
• Develop an action plan: Based on the areas identified for improvement, develop an action plan that includes specific tasks, timelines, and resources.
  
  
  
• Implement the plan: Put the action plan into action by implementing the changes and new processes.
  
  
  
• Monitor and measure success: Continuously monitor the customer experience and measure the success of the changes using the metrics established in step one.
  
  
  
• Continuously improve: Use the data and feedback collected to make ongoing improvements and adjustments to the customer experience.
  
  
  
• Communicate and educate: Communicate the changes to your customers and educate your employees on the new processes and best practices for providing excellent customer service.
  
  
  
• Invest in the right technology: Invest in technologies that can help you automate, streamline, and optimise different aspects of the customer experience management process.
  
  
  
• Make it a part of your culture: Make customer experience management a part of your company culture by involving all employees and departments in the process, and encouraging customer-centric thinking.

Using a CEM System to Improve Customer Experience

Using a Customer Experience Management system can significantly improve customer experience by providing actionable insights about customer journeys, giving an overview of how customers interact with a brand and its products or services.

By combining traditional methods such as surveys and interviews with data-driven analytical tools, the CEM system leverages a variety of sources to offer companies deep insights that can guide product designs, optimise processes, and drive improvements in support channels. With advanced analysis tools such as sentiment analysis and funnel visualisation, businesses can track customer behaviour throughout their life cycles and develop strategies that recognize and capture opportunities for growth.

The usage of CEM also provides an understanding of where customers are getting stuck while navigating through a website or when engaging with services, thus helping to improve the overall user experience.

Customer Experience: Significance

Customer experience is becoming increasingly important for organisations as it has the potential to significantly impact customer retention, satisfaction and loyalty. Customer experience should be designed deliberately to meet customer expectations and provide a positive, memorable journey throughout their journey with the brand. Companies must understand customers’ needs and develop strategies that will result in high-quality experiences tailored to customers’ individual preferences. Examples of this include providing personalised service, streamlining service delivery, simplifying communications, offering meaningful content and consistently delivering value. All of these measures are essential to ensure customers have an engaging experience from start to finish which will ultimately help organisations stay one step ahead of their competition.

6 Essential Features to Consider When Choosing a Customer Experience Management System

When selecting a Customer Experience Management (CEM) system, there are 6 essential features to consider.

1. Scalability determines the degree to which a system can be adopted across various user environments and levels of complexity.
   
   
2. User friendly UI is important to look for an intuitive and user-friendly interface that streamlines the management of customer data.
   
   
3. Proper support for collecting or integrating customer data sources is vital as collected data can be leveraged for analytics findings.
   
   
4. An automated response engine should also be incorporated into a CEM system in order to build experiences around communication at scale.
   
   
5. The ability for two-way interactions, such as having the ability to access customer feedback from surveys or other sources.
   
   
6. Lastly, it is essential to have comprehensive insights and analytics capabilities so companies can better understand customer behaviour and make informed decisions that lead to improved customer engagement.

Top 20 Customer Experience Management Systems

1. Adobe Experience Manager – With Adobe Experience Manager (AEM), managing your marketing content and assets becomes effortless. AEM is a robust content management solution that enables you to create websites, mobile apps, and forms with ease.
   
   
   
2. ClickTale – It is a software that enhances web usability, customer experience, and conversion rate by tracking user movement and collecting data through its customer analytics feature.
   
   
   
3. Clarabridge – Clarabridge is an American software company founded in 2006, that uses AI-powered text and speech analytics to offer customer experience software as a service. This includes analysis of data from social media, call centre notes, email, chats, and surveys.
   
   
   
4. Freshdesk – Freshdesk is a cloud-based customer support software that improves self-service and team productivity at a cost-effective price.
   
   
   
5. Gemius – Gemius is a company that provides data and tools for digital and traditional marketing. It specialises in web analytics, online campaign management, and ad serving for marketers, advertising agencies, publishers, and e-commerce.
   
   
   
6. Hubspot – HubSpot, a CRM platform brings everything a growing business needs to provide best-in-class customer service together in one location.
   
   
   
7. IBM Tealeaf – By recording your consumers’ website interactions, IBM Tealeaf gives you unmatched insight into their online activities and the power to improve your website.
   
   
   
8. SurveySparrow – SurveySparrow is a platform that bundles customer and employee experience tools, such as NPS, Offline, Chat, Classic, and 360° Surveys, which are mobile-first, highly engaging and user-friendly for omnichannel experience management.
   
   
   
9. Maxymiser – Maxymiser is a leading provider of cloud-based software that enables marketers to test, target and personalise customer’s web and mobile experience, increasing engagement and revenue.
   
   
   
10. Medallia – A platform for social, text, video, speech, chat, and online feedback is offered by Medallia.
    
    
    
11. Qualtrics – Qualtrics is an effective online survey platform that enables users to create, distribute, and analyse survey responses all from one handy online place!
    
    
    
12. ResponseTek – The world leader in on-demand Consumer Experience Management (CEM) software solutions, ResponseTek Networks Corp. converts customer feedback into useful business intelligence.
    
    
    
13. Salesforce – The company’s Salesforce CRM solution, which consists of the Sales Cloud, Marketing Cloud, Service Cloud, Experience Cloud, Commerce Cloud, and Analytics Cloud, is the most well-known of its cloud platforms and applications.
    
    
    
14. SAS – For statistical analysis and data visualisation, SAS is a command-driven software application. Only Windows operating systems can use it. It is undoubtedly one of the statistical software programmes that is most frequently used in both business and academics.
    
    
    
15. Satmetrix – Market-leading customer experience management software is created by Satmetrix. By observing and enhancing the experiences that our customers provide to their own clients, we assist them in increasing revenue, customer loyalty, and retention.
    
    
    
16. SysAid – IT assistance and management software is available under the name SysAid. It was created as a digital help desk, and you may use it to manage assets and submit support requests. It can be used to support and maintain desktop and mobile applications.
    
    
17. Usability Tools – It is a software that assists you in carrying out usability tests online.
    
    
    
18. UserZoom – Throughout every stage of the product development life cycle and customer journey, UserZoom equips businesses with actionable and quantifiable experience insights to support the creation and delivery of effective digital experiences that significantly improve company performance.
    
    
    
19. UX 360 – UX360 will take advantage of this development and provide a distinctive platform for UX experts all around the world. UX360 will present the most recent UX and design research, from planning and conducting to analysing and putting UX discoveries into practice.
    
    
    
20. Zendesk – Customer relationship management (CRM) software is created by Zendesk, a company that puts customer care first.

Measuring the Success of a CEM System

Measuring the success of a Customer Experience Management (CEM) System is an essential component of understanding customer needs and maintaining customer satisfaction. Enterprises must implement key performance indicators (KPIs) to effectively evaluate their CEM systems.

Metrics such as Net Promoter Score (NPS), customer loyalty, time saved for interactions with customers, customer satisfaction index (CSAT) score, average response time etc. should all be monitored regularly to assess the success of a CEM system.

Additionally, surveys can provide useful feedback from customers in terms of their experience when interacting with any aspect of a CEM system. Enterprise processes and operations should also be analysed to identify areas for improvement; these are important considerations when developing further strategies for enhancing customer satisfaction and improving overall business efficiency.

Conclusion

Concluding, customer experience management systems provide businesses with a streamlined and organised approach to ensure corporate environmental management is carried out efficiently and effectively. The standard process of planning, analysing and monitoring the environmental practices helps guarantee regulatory compliance. Through continual evaluation of the system, including any amendments or corrective actions that may be necessary, businesses are ensured to remain compliant with all applicable legislation and regulatory objectives for improved efficiency in their sustainability management program.

Take Advantage of Sekel Tech’s Customer Experience Management Systems

Sekel Tech’s Customer Experience Management Systems are designed to provide businesses with the tools necessary to deliver exceptional customer service. This comprehensive suite of cloud-based analytics and sales automation solutions allows companies to track performance and customer satisfaction, forecast customer needs, identify opportunities for improvement, and rapidly develop internal strategies.

It also facilitates the integration of customer feedback into strategizing business decisions. Sekel Tech’s CEM empowers companies to make data-driven decisions that maximise efficiency and encourage customer loyalty. With its user-friendly interface, intuitive reporting capabilities, and inbuilt collaboration tools, it provides an efficient and streamlined solution for ensuring higher levels of customer satisfaction. Ultimately, Sekel Tech’s CEM helps organisations optimise their operations as they strive to serve their customers better.