Success through satisfied customers

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.

Surveys are an essential tool for CXM. However, they are only part of what CXM encompasses. In many cases, CXM begins with the collection of customer feedback, but does not end there. Rather, it is followed by the processes that make CXM the holistic approach to customer satisfaction that it is.

These processes naturally include the evaluation, classification and reporting of the collected feedback. But also the derivation, implementation and review of improvement measures. CXM also includes "classic customer service", i.e. the active and quick handling of customer concerns of all kinds.

All this - and several other aspects - are carried out continuously and almost in real time within the framework of a CXM programme.

On the other hand, pure satisfaction surveys usually do not go beyond the step of a rudimentary reporting of results. Added to this is the fact that surveys are often carried out only sporadically.

In order to use moveXM, users and administrators need nothing more than an up-to-date Internet browser.

Your company must also have a customer database that is as well-maintained as possible. moveXM automatically filters out incorrect contact data and thus actively supports you in bringing your contact database into an optimal state.

Depending on the scope of the CX programme, dedicated staff may be useful. However, it strongly depends on your individual requirements. Basically, moveXM is structured in such a way that from individual persons to large teams with hundreds or thousands of members, every company can choose exactly the scope that best suits its own needs.

Theoretically, it is possible to carry out CXM without the support of a software platform. However, due to the huge amounts of data that even small companies accumulate in a short period of time, this quickly becomes an enormously inefficient and error-prone undertaking.

A software platform allows you to keep human resources as low as possible because many manual tasks are taken away from you through automation. In addition, the specialised reporting of dedicated CX software makes it much easier to spot trends.

With a CXM platform, you are always able to keep track of the feedback data collected, customer concerns, analysis and improvement actions.

Answers to this question can fill entire books, so we would only like to give you a rough overview here.

With moveXM you can fully measure customer satisfaction. After only a short time, you will be able to analyse the development of your customer satisfaction over time. The results of your work with moveXM can thus be clearly mapped.

In addition, you most likely already collect important business figures in your company. These can be the average shopping basket value, the number of new customers per month, the churn rate, or others.

You can then compare operational key figures and data on customer satisfaction. In this way you can measure the influence the use of moveXM has had on your business figures and calculate the ROI.

It is important to note that the ROI of CXM can be clearly measured! We will of course support you in this.

With moveXM, no dissatisfied person falls through the cracks. Our platform generates an alarm for all dissatisfied customers. You can then contact the customer directly and resolve the problems that have arisen. In this way, you guarantee that previously dissatisfied customers will become loyal customers through a quick and efficient resolution of their concerns.

In the course of this, you learn which problems occur more frequently. As soon as you have eliminated them with the help of moveXM, this in turn has a positive influence on customer satisfaction.

The improvements that result from the fast and seamless handling of customer problems are immediately measurable. Every "disgruntled" customer is a success in itself and results in higher turnover.

Longer-term improvement measures take a little longer to develop their full effect. Here we usually assume that resilient figures will be available after a few months. In some cases, however, this point can be reached earlier! The decisive factors are the type and intensity of the implemented improvement measures, as well as the starting position of the company.

Customer Journey Mapping (CJM) is essential to capture the experiences at the different touchpoints that customers have with you. Customer journeys can be complex and highly individual. CJM gives you a deep insight into the different stages of the customer journey. This enables you to identify problems in a very concrete and targeted way and to initiate improvement measures. CJM thus enables you to work in a particularly resource-efficient way.

moveXM is a customer experience management platform through and through. We have been active in this field for over 25 years and have built up unparalleled expertise. moveXM has been in use as a SaaS solution since 2016 and has been continuously improved since then. But even before that, we developed software solutions for our major customers.

Yes, large software groups also offer "CX solutions". But these are usually only a small part of a much larger software suite. "Larger" in this context also means: less easily scalable, more complicated to learn and probably more expensive.

Another advantage: at moveXM you are not one of hundreds of thousands of customers. We pride ourselves on working in partnership and at eye level with each and every one of our customers.

With moveXM, it was our goal from the very beginning to develop a solution with which every company can benefit from Customer Experience Management. No matter whether you want to start with CXM in an international corporation, a medium-sized company or a "hidden champion" - moveXM is the solution for you.

The reason: moveXM is flexibly scalable, but always contains all the necessary functions for successful CXM. This gives you the opportunity to establish CXM according to your capacities and resources. Gradually, you can then expand the project organically.

Operating moveXM requires little effort and can be learned quickly. Supporting training and a detailed self-help portal are available to you at any time.

Yes, we are very happy to offer trainings. These can be conducted either on site or online.

moveXM is ready for use in less than 2 hours. Onboarding also takes place in a short time. Here, the length is mainly based on the scope of your CXM project. In principle, however, it is possible to start collecting feedback on the same day that you decide to use moveXM.

Of course. Here again: everything can, nothing must. In fact, it is often advisable to enter into holistic CXM step by step. moveXM is designed for you to decide where the starting and finishing points are for you and how fast you want to move along the route.