Capterra Glossary
Customer Experience Management (CXM)
Customer experience management focuses on a business' customers, with the aim of developing a deep understanding of those customers and what matters to them. CXM is faciliated by gathering and analyzing data, and then altering strategies as needed until the customer experience occurs as desired.
What Small and Midsize Businesses Need to Know About Customer Experience Management (CXM)
Customer experience management is essential for SMBs, but it requires an effective strategy to be successful. The best method of customer experience management varies from one industry to another, but typically involves customer surveys, thorough employee training, and a zero tolerance policy for poor customer service. When implemented correctly, it can lead to enhanced customer loyalty, better online reviews, and more word-of-mouth referrals.