Companies have focused for years now on CRM- customer relationship management. They want to make sure they have the right tools in place and measure the right metrics to maximize the value of each customer relationship. Makes sense…for the company.
Now, companies are starting to understand and embrace CEM- customer experience management. CEM looks at the interaction from the perspective of the customer. Rather than just managing the relationship, CEM seeks to ensure the best possible experience for the customer each time they interact with the company.
The good news is that focusing on CEM is almost guaranteed to lead to improved CRM as well. Even more good news is that unified communications can play an instrumental role in both sides of that equation.
Whether it is providing employees with the tools to efficiently and effectively manage customer relationships, or integrating and simplifying customer interactions to improve the customer experience, unified communications has cost effective tools to make it happen.
Check out Enhancing Customer Experience to learn more about CEM and how to achieve it with unified communications.