Customer Experience Management

Personalisation as the key to successful customer experience management

If you want to inspire your customers and retain them in the long term, personalisation is a key success factor. Successful customer experience management (CXM) helps you to better understand customer needs and expectations and to optimise the customer experience in a targeted manner.

Personalised content, offers and services create relevant interactions along the entire customer journey. These take place via various channels and touchpoints - for example through personalised emails, individual website content or optimised in-store services. Holistic CXM ensures consistent and positive customer experiences at all touchpoints.

An optimised customer experience increases customer satisfaction, strengthens customer loyalty and gives companies a sustainable competitive advantage. Customer experience management therefore makes a significant contribution to exceeding customer expectations and creating a long-term customer experience.

CRM and CEM - what's the difference?

The subtle difference between CRM and CEM is quickly explained: while Customer Relationship Management (CRM) aims to optimise the relationship between companies and customers, Customer Experience Management (CEM) aims to turn satisfied customers into loyal customers and loyal customers into "enthusiastic ambassadors" of the brand or product.
And this works best via optimal digital touchpoints and with innovative artificial intelligence made in Austria by CANCOM Austria.

The importance of optimising the customer journey for your CEM

The customer journey is at the heart of successful customer experience management (CXM). An optimised customer journey ensures that customers experience a seamless, consistent and positive customer experience at all touchpoints and across every channel - from initial contact through to purchase. The aim of customer experience management is to take a holistic view of the customer experience and align it with the customer's expectations and needs.

By analysing the entire customer journey, relevant touchpoints and points of perception can be identified where targeted measures can be taken to optimise the customer experience. These include shorter waiting times in customer service, structured complaints management, improved website usability and interactive communication across various channels. These measures improve the customer experience, strengthen customer loyalty and increase customer satisfaction.

Holistic CXM offers companies the opportunity to set themselves apart from the competition in the long term. Positive and consistent customer experiences create customer loyalty and a sustainable competitive advantage - for both B2C and B2B companies.

The basis for long-term customer loyalty and brand loyalty

Strong customer experience management (CXM) is the key to building long-term customer loyalty and brand loyalty. Companies increase satisfaction and trust in their brand through positive customer experiences at all touchpoints and channels. Holistic CXM encompasses all interactions - from marketing and service to customer service.

Customers who are impressed by an outstanding customer experience come back and recommend the brand to others, which increases customer loyalty and the Net Promoter Score. It is crucial to obtain regular feedback, understand customer expectations and continuously optimise the customer experience - supported by CRM software and structured customer dialogue.

Successful CXM makes it possible to exceed customer expectations, build emotional bonds and thus secure long-term competitive advantages.