Live Chat Agent
  • Why LiveChatAgent.com
  • Frequently Asked Questions
  • Pricing
  • Start now
Posted on July 11, 2022 by lcasite

What is customer experience management?

Customer experience management refers to the collection of processes a company utilizes to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. CEM aims at optimizing customer experience through gaining the loyalty of the customers in a multi-channel environment. A company needs to create a strategy that encompasses all customer interactions in order to manage the customer experience.

Customer experience management
Customer experience management

CEM depicts a business strategy designed to manage the customer experience. Moreover, it provides benefits to both retailers and customers. Customer experience management can be monitored through surveys, targeted studies, observational studies and other such methods of research. 

CEM monitoring process
CEM monitoring process

Customer experience management can be related to customer journey mapping. Journey mapping is a design tool used to track customers’ movements through different touchpoints with the business in question. It shows the track starting from the first encounters people may have with the brand continuing through all the different route people can take through the different channels or marketing. Other strategy involved in CEM is integrated marketing communications which involves sending a consistent message amongst platforms such as advertising, personal selling, public relations, direct marketing, and sales promotion.

Customer journey mapping
Customer journey mapping

CEM holds great importance in terms of research. In order to leverage CEM, development into the conceptual and theoretical aspects are needed. The reason behind the interest in CEM increasing so significantly is that businesses are looking for competitive differentiation that makes them stand out of the crowd.  Therefore, they inculcate CEM in order to be more profitable. That is why businesses want to offer a better experience to their customers and want to manage this process efficiently. Researches prove that in order to gain success as a business, customers need to be understood. Academic research along with recognizing past customer experiences can help manage future experiences.

Businesses utilizing CEM
Businesses utilizing CEM

 

 

Categories24/7 customer support, 24/7 live chat agents, improve customer support, live chat agents, live chat for the e-commerce website, live chat for website, live chat support for website, proactive chat for website, Uncategorized Tagsbrand, businesses, CEM, customer experience management, customers, research

Leave a Reply

You must be logged in to post a comment.

Post navigation

Previous PostPrevious Uses of automatic speech recognition system: II
Next PostNext What is meant by net promoter score?
<


Sign up for a 7-day FREE trial and start growing your business.

No credit card required. No obligations. Cancel anytime.
Please enter your first name
Please enter your last name
Please enter your work Phone number
Please enter your work email
Please enter your website URL
About us

Established in 2005, Live Chat Agent has been a leading provider of 24 x 7 live chat service to business from varied industries and all over the globe. We excel at lead generation, customer service, and post-sales support chat services.

Our live chat product offers all features that your business will need not only to engage with your audience but also help you generate more leads in real-time. If you do not have someone to take care of your chats in-house, feel free to contact us.

PRODUCT
  • Sign Up for a 7-day Free trial
  • All Features
  • Live chat features for you
  • Live chat features for your visitors
  • Reports & Tracking
  • Get A Custom Quote
  • Why Live Chat?
COMPANY
  • Blog
  • Become a Live Chat Reseller
  • Privacy Policy
  • Terms of Service
  • Cookie Policy
Social Links
  • sales@livechatagent.com
  • Facebook
  • Twitter
  • Linkedin
  • Google
© LiveChatAgent. All Rights Reserved.