Customers expect to be able to share their experiences with services and products at any time. CX management guarantees that your customers feel heard.
CX management also ensures that dissatisfied customers are recognised and proactively approached. Failure to do so can lead to customer churn, or worse, discourage other customers through negative feedback.
A CXM platform enables you to identify the needs of your customers and integrate them into your products, services and business processes. Among other things, this helps you to prevent customer churn, encourages your customers to make repeat purchases and also makes it easier for you to acquire new customers through a positive reputation.