There was a time when content almost entirely flowed one way – from enterprises to customers. Customers’ responses were effectively measured in sales and occasional surveys. But in today’s digital world, customers demand a two-way omnichannel customer experience.

They expect a customer experience that delights or they will go looking at your competitors. Customer Experience Management (CEM) software providess a comprehensive platform to improve customer experience, build sales and increase customer loyalty.

• Become a ‘customer-centric’ business
  CEM, for the first time, truly lets you put your customer at the heart of your business. Through in-depth data analysis you can quickly establish the behaviors and interests of all your customers. It provides you with actionable insights to improve decision-making on all business aspects from product development to sales and marketing to after-sales support. You can align you business strategies and policies to the needs of your customers.
• Create highly personalized customer communications
  By better understanding your customer, CEM allows you to plan and implement improved customer engagement based on the actual requirements of each individual customer. Personalization moves from a birthday card with their name on it to highly personalized messages based on where the customer is on their customer journey and their preferences and behaviors. In addition, the best CEM solutions allow for ‘personalization at scale’ where one or 10 million personalized communications can be sent in real-time.
• Deliver omnichannel customer experiences
  Customers today connect across multiple customer engagement channels – websites, email, social media, mobile apps, phone and more – and they expect the customer experience to be consistent across channels. They want to be able to begin a transaction on one channel, continue it on another and complete it on another and the experience to be seamless. Creating an omnichannel customer experience will help provide you with a holistic view of each individual customer and their interactions with your company.
• Build customer feedback into your business
  Customer feedback has been traditional gathered through large, cumbersome surveys. While surveying your customers is still important, modern CEM software includes embedded analytics that can tell you how your customers actually engage with your company today, predict what customer engagement will look like tomorrow and collect and analyze data from social media and the web to conduct ‘sentiment’ analysis to identify potential buying trends before they happen.

An effective CEM strategy consists of a set of actions and technologies working together to create outstanding customer experience. The CEM solution must create customer experience that is:

• Continuous
• Optimized