THE FUTURE OF CXM
The collection of every interaction between a customer and the organization throughout the customer life cycle is Customer Experience Management (CXM). The ultimate goal of CXM is to foster customer loyalty and optimize interactions from the customer’s perspective.
THE SWITCH FROM CRM TO CXM
THE VALUE OF CXM
A majority of customers are willing to pay for a greater customer experience
A big chunk of buyers points to a great customer experience as the underlining purchasing decision.
Customers are willing to pay more on luxury items based on customer experience.
Many buyers find the great customer experience to be more valuable than advertising.