Picking the Right Customer Experience Management System

March 25, 2015 by Kristi Simmons Robison

Managing a customer's experience can be one of the most important aspects to growing and maintaining your business.  A system that helps you track their experiences across your company can prove to be invaluable!

When it comes to a Customer Experience Management System (or CXM), it is important to understand that it is more than a software system - it is an approach to your customers and clients.  The right CXM will make it easier for you to talk to your clients about what they want to know.  When you deliver what they want, your value skyrockets.

The CXM has developed over time as the standard stand-alone Content Management System isn't enough anymore.  With today's technology, you can learn and store so much more information about your customer, why not utilize that information to share what your customer wants to learn?

A good CXM will help you store and manage the various interactions you have with your client, or "touchpoints."  When picking the system you will use, make sure that the CXM can easily and readily help you control your: social media, email campaigns, website, blog posts, eCommerce, automated marketing, search engine optimization (or SEO), and automated marketing.  The best CXMs will allow you to track the customer service needs of your client.

All of these touchpoints are critical for providing well-rounded service, and with your incredible service your business will stand out.

When considering which CXM to invest in, you have some options.  First, you have to decide if you prefer a silo effect or a one-interface multi-function system.

With a silo effect, you can manage your customer experience and various touchpoints through multiple programs.  Here, everything exists in different silos.  The silos are highly customized and expert at what they do, but you are managing many systems.

There are, of course, CXMs where all touchpoints can be managed within one user interface and one system.  With these, you can log in to one dashboard and do it all!  The best of the CXMs will even integrate smoothly with your Content Management System (CMS).

To determine the right Customer Experience Management System for your company, contact us today at info@bpstudios.com.  We would love to help you get started!



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