What is the Customer experience management and why it's important ?

Customer experience management is inferences that a business may draw from the feed back of all kinds to document the same, analyse the same and draw out strategies for improvement as to quality of service and/or quality of products.

Good customer experience management can:

• Strengthen brand preference through differentiated experiences.
• Boost revenue with incremental sales from existing customers and new sales from word of mouth.
• Improve customer loyalty (and create advocates) through valued and memorable customer interactions.
• Lower costs by reducing customer churn.

CEM is gathering customer purchase information, analyze it and then devising strategies in order give efficient results for the organization.

Like customers who call at a cinema for a showtime & availability of tickets can be categorized by number of calls made from a certain phone number and the number of times actual ticket booking is made. This may help during peak seasons when incoming calls are many times more than the representatives to attend. This may help the representatives to attend calls who have a higher ratio of booking tickets as compared to lesser ones.

The CEM is the process of collecting data in conventional and modern ways such as a surveys, online, using social media or perhaps a telephone call. This involves some analysis to optimize and attract the client's loyalty during the client's life cycle. A successful company will have a strategy to model the clients touches within their organisation.

Most importantly, treating the clients as valued customers and not view them only as a cash machine. 

As a result of this the company would enjoy a strong brand trough differentiated  experience. 

Create company advocates who will be loyal and act as the company's  marketing work force. 

Generate more revenue from existing customers and new sales from  word of mouth. 

It is all about dealing with the customers in the best possible way. It is important because your company gets its money from the customers. Simple as that.

Customer experience management is very important and useful for any business or any organization .

1) For any business it is important to know the customer value

2) If the customer is happy with you it become fruitful for your organization

3) you can introduce new product in market with different packages 

In any Commercial Customers are vitals..to sustain the customer towars the organisation it is essential to make our valued customer happy with making in my mind about the organisation profitability and scalability..