{"id":10228,"date":"2021-02-16T15:31:36","date_gmt":"2021-02-16T15:31:36","guid":{"rendered":"https:\/\/www.revuze.it\/?p=10228"},"modified":"2021-02-16T15:31:36","modified_gmt":"2021-02-16T15:31:36","slug":"how-to-conquer-customer-experience-management-the-smart-way-2021","status":"publish","type":"post","link":"https:\/\/www.revuze.it\/blog\/how-to-conquer-customer-experience-management-the-smart-way-2021\/","title":{"rendered":"How To Conquer Customer Experience Management The Smart Way (2021)"},"content":{"rendered":"

In the age of digitalization, the best opportunity for businesses lies in how they can delight customers both online and offline.<\/span><\/p>\n

Customer experience management seeks to provide a holistic brand experience across all customer channels. It goes beyond traditional measures of customer satisfaction.<\/span><\/p>\n

As per the Grand View Research report, the global customer experience management market is worth <\/span>$7.6 billion in 2020<\/span><\/a>.\u00a0<\/span><\/p>\n

Over the coming years, the market is set to continue growing and sustain an impressive growth rate. The same report also shows that the compound annual growth rate is expected at 17.7 percent from 2020 through to 2027.<\/span><\/p>\n

Hence, customer experience is something that brands should not ignore because customer loyalty and retention is directly related to experience.\u00a0<\/span><\/p>\n

This article explains customer experience management (CXM) and details the purpose, strategy, methodology, and importance of CXM. It also explains how to set-up CXM operations in depth.\u00a0<\/span><\/p>\n

\"What<\/p>\n

What Does Customer Experience Management Mean?<\/b><\/h2>\n

Gartner defines<\/span><\/a> CXM as the practice of reacting to customer interactions to meet or exceed customer expectations, increasing customer satisfaction, loyalty, and advocacy.<\/span><\/p>\n

Hence, CXM is the effective management of customer interactions at each <\/span>stage of the buyer journey<\/span><\/a> to retain customers and increase revenue.\u00a0<\/span><\/p>\n

What is the Purpose of Customer Experience Management?<\/b><\/h2>\n

The primary purpose of CXM is to improve the overall experience of a customer with a brand.\u00a0<\/span><\/p>\n

More than <\/span>75% of customer<\/span><\/a> management executives consider customer experience highly important to the business.\u00a0<\/span><\/p>\n

The Consumer Intelligence report by PwC shows that <\/span>73% of consumers<\/span><\/a> consider customer experience as an important factor in their purchasing decision.\u00a0<\/span><\/p>\n

Therefore, to achieve <\/span>excellent customer experience<\/span><\/a>, potential objectives include a focus on the following:\u00a0<\/span><\/p>\n