According to Udemy’s (UDMY – NASDAQ) 2023 Business Workplace Learning Report, Customer Experience Management training showed an impressive increase in consumption. Customer Experience Management (CEM or CXM) is an approach organization use to oversee, influence, and improve all customer interactions with their brand throughout the Customer Lifecycle.Â
Customer Experience Management is crucial for any company selling technology solutions. Firms selling technology face the added challenge of assisting their customers in incorporating the proposed technology solution into the customer’s business processes, hence the need to continuously engage with their customers through a structured approach.
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At all times, the goal is to meet or exceed customer expectations, increasing customer satisfaction, loyalty, and advocacy. Effective CXM requires a strategic, cross-functional effort to build meaningful customer relationships, foster loyalty, and drive business growth.
Some components of Customer Experience Management include, but are not limited to:
Customer Insights: Gathering and analyzing customer feedback.
Personalization: Tailoring interactions and communications to individual customer preferences
Customer Journey Mapping: Identifying and optimizing every customer touchpoint.
Omni-channel Integration: Providing a consistent and connected experience across all channels.
Employee Engagement: Empowering employees with the right tools and information.
Customer Service Excellence is the goal of every organization that recognizes that retaining and growing existing customers is as important as expanding the customer base. Since the cost of customer acquisition is estimated to be between 5X to 25X more expensive than keeping an existing customer (Harvard Business Review), it is no surprise that CEM is a top priority for employers and employees.