CEM’s goal is to foster customer loyalty and their referrals to other potential customers.
A well executed CEM could make each of your customers your brand ambassador. Easier said than done. It takes efforts and patience for a company to reach that level with their customers but the returns could be exceptional.
Customer Experience Management is the process of building customer loyalty and referrals through a collective of customer relevant IT systems, customer centric business policy and content management targeting the customers those are all together integrated for a unified view across the organization
CEM requires companies have a 360-degree view of customers, with integrated, up-to-date data on their detailed activity. This database integration is challenging to achieve, however elements of CEM could be implemented in stages to inch towards being a CEM enabled company.
For a company interested to implement CEM, there needs to be an IT study done of the various customer centric databases and platforms that would then enable to prepare a CEM implementation plan.
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