However, we have not yet told you how companies can cambodia whatsapp data manage and develop this customer experience from a purely professional perspective. That is why this article is about Customer Experience Management (CEM or CXM) and the advantages of implementing it in the organizational structure of a Call Center or Contact Center .
What is Customer Experience Management ?
Customer Experience Management can be translated into Spanish as ' Customer Experience Management' . It covers all the processes that a company carries out to track each of its interactions with its customers throughout their life cycle, so it also involves supervision and organization tasks .
While CEM seeks to manage the customer experience to increase their loyalty to the brand, CRM centralizes all interactions between customers and the company in a database , in addition to managing relationships from the commercial, sales and marketing areas .
Therefore, the main focus of CEM is the marketing department to help it analyze the behavior and past interactions of customers. And CRM works in a broader area, as it enables the automation of processes from different departments to improve the quality of service offered by the company.
In the case of CEM, it obtains its data through the opinions given by users through channels such as Social Networks. And, for its part, CRM takes advantage of its programming to gather the available information from customers, analyze it and use it to, in turn, attract new customers.
Finally, CEM strives to attract users' attention through good experiences , which allows it to 'connect' with them. And CRM prefers to gather as much information as possible about them to optimize the company's content and messages .
- Board index
- All times are UTC
- Delete cookies
- Contact us