You don’t have to wait till your customers voice their complaints directly (it can never happen but conceal a growing dissatisfaction). With a properly tuned CXM solution, you will be able to turn on your Voice of the Customer programs across channels (review websites, in-store surveys, social media, etc.) and proactively gather business-critical data to predict and influence potential surges in customer dissatisfaction.

Making every relevant system supply CX-related data will help you to stay aware of all accidents that may affect your customers’ experience with your brand. Be it the wrong invoice sent, long queues to checkouts or out-of-stock products, you will be in the loop, not out of it.

We know that not every feedback matters. Our CXM software solutions will help you perform a smart segmentation of your customers based on the impact of their satisfaction levels on your business in terms of both sales and overall brand loyalty.

Where you can’t approach each customer personally, there is the technology to do that for you. With advanced analytical capabilities of your CXM solution, you’ll be able to drill down your data within specific customer clusters defined by their demographic, psychographic, geographic and other criteria for a more precise picture.

Customers can be easily swayed by a number of factors, including others’ opinions. We take it seriously by enabling you to identify and approach the local influencers based on the rich data sourced via the CXM solution. Once you’re on good terms, no emergency in the customer land could put you out.

Taking care of your brand image is also a part of customer experience management. Beyond public relations, it’s one of your major resources to create a sustainable customer experience. We can make your CXM software the tool to identify all undercurrents that may influence your brand image and then timely respond to them.

Our customer experience consulting team worked out the scenarios that will help you put your data insights to the right use. We will translate your policies for addressing customer issues into easily adoptable and motivating workflows that will be able to unite multiple departments’ efforts. With these technologically aided scenarios to take preventive, immediate or long-term actions, you will never miss a critical step in bridging the gap between your brand and your audience.

Customer experience management is the cause that should bring together all of your staff members. Make your CXM platform the door to cross-team collaboration with transparent, single-view access to both data and people whenever they need them to exceed customers’ expectations, again.

Your efforts shouldn’t just hang in the air. With efficient mechanisms to discover and analyze the impact of your customer experience management activities on your select KPIs, you will tap into the dynamics of your customer acquisition costs and ROI both for C-level reporting and adjusting your CX strategy.

With important insights on your hands, you will be able to implement a new vision into your CX strategy, where and when necessary. Your flexible and transparent CXM solution will adapt to changes and reload the entire process automatically with minimum time and efforts required.