Customer Experience Management

Learn what customer experience (CX) is about and why managing your customer’s experiences is more than just customer relationship management (CRM). Get to know our capabilities in marketing, commerce, sales and customer service.

What we do for you
Manage your customer's experience with our expertise and SAP software.

What Does Customer Experience Mean?

Customer Experience (in short CX) is about the feelings, memories and perceptions a customer has with your brand’s services and products. An experience starts long before you buy a product, it is every interaction someone has with your brand. It might start from the ads that generated their first awareness, to calls they make with your service team long after the sale was made.

Think about the last time you received a new phone. You might consider the technical details very heavily when you decided to buy, but usually, it’s the experience that you remember. Emotions – like the feeling when unboxing your new phone – stick in your brain longer than the hard facts.

That’s why, whether we’re providing a product or service, in the real world or online, our top priority is simply to give the customer the best possible experience. We don’t live in a world with products that are inherently great or terrible, sold by companies with good or bad customer service. There are only good and bad experiences.

What Is Customer Experience Management?

Customer experience management (in short CXM) includes all processes, strategies and departments that impact customer expectations, engagement, satisfaction and loyalty. It’s more than just customer relationship management (CRM) and affects marketing, sales and customer service. It is about tracking and measuring how customers feel about your brand. In combination with hard figures like sales data, as well as designing activities, you are able to improve every aspect of the customer experience.

Why CXM Is Relevant for Your Business

86% of buyers will pay more for great customer experience.

Daniel Newman in Forbes Magazine, 4 Actionable Customer Experience Statistics For 2020

ROI and Benefits of Customer Experience Management

With comparison websites, reviews, and the shift from in-store sales to faceless online transactions, it seems like our purchase decisions are only becoming more objective. However, fewer opportunities to connect emotionally means that the handful of brands who are still able to do so enjoy outsized benefits. Even if experience management sounds quite superfluous – in the end, it’s our positive experience with a product or service that makes us recommend it to others. That’s why the holistic approach of managing your customer’s experiences will pay off.

Therefore, you need to track every interaction your customer has with your brand with CX software (SAP CX suite). Collect all data from your relationship, and know your customers’ preferences and habits to deliver the best experience possible.

How Investments in CXM Software Pay Off

  1. Increase revenue by selling more to existing customers
  2. Increase sales from word-of-mouth
  3. Improve customer loyalty and customer retention rates
  4. Reduce churn rates in subscription services

What We Do for CRM Related Departments

Benefit from Marketing Automation and boost your sales.

Sales and Marketing Teams

Upgrade and streamline your sales and marketing processes for the digital, customer-driven era. Benefit from our vast experience in CRM as well as future-oriented SAP CX transformation projects. Empower your (e)commerce to suggest products to customers before they know they want them.

Enrich your customer's loyalty with CRM software for customer and field service management.

Customer Service and Field Service Teams

We help you to connect every customer-related process and record all your customer data in one place. With SAP Service Cloud you gain transparency over all technicians and orders, while you are able to enter data simply and quickly.

CX Software Solutions in Practice

 alt="Missguided company quote about CX solution implementation."
The B2B Customer Portal has allowed Missguided to enable growth through efficient business operations with an improved customer experience, customer personalisation and seamless integration to SAP ERP.

Kate Marten, Head of SAP Optimisation, Missguided Limited

More Case Studies about CXM

Customer Trusting in Our CX Expertise

Gain More Insights

Take Your Next Step to Improve Your CRM

Benefit from SAP customer experience cloud applications.

SAP CX Product Page

SAP offers a suite full of CX cloud applications. Learn more about the features, technical details and how you'll benefit from our implementation expertise.

Improve your marketing and sales department with CRM software now.

Sales and Marketing Teams

Learn more about the SAP solutions for sales, marketing and commerce teams and what we can do for you to improve the customer experience you deliver.

Enhance your customer service management with CRM software now.

Customer Service and Field Service Teams

Take the path to successful customer service and field service management. See how we help you to fully leverage the opportunities of the digital age.

Contact Us Today

Are you searching for answers or would you like to receive more information on Customer Experience?

Get in touch with us today, and let’s discuss where your pain points lie, what you want to achieve, and how we can help you do that.

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