Customer experience management (CEM) software enables a firm to track and handle all engagements with their customers throughout the customer lifecycle. The application helps to optimize customer interactions and build their loyalty. To manage the customer experience, companies need to devise strategies that encompass all customer interactions.
CEM software offers firms an all-round view of customers, with integrated, up-to-date data on their accounts and profiles. Customer experiences include engagements through conventional channels such as live chat, phone calls, and website purchases as well as text and social media. The advent of new communication mediums and touch points has made CEM a complex process.
CEM software apps integrate with other widely used business solutions such as inventory management, ERP, and financials so that customer data is not stored in silos. For this reason, top CEM software providers are trying to bridge the gaps between communication mediums and make it easier to integrate separate databases.
First, be clear about the reasons why you want to use a SaaS product. You should also have a good understanding of your existing infrastructure and business processes. This information will help you to effortlessly integrate the SaaS software with your existing infrastructure without any problems.
The second consideration is a follow up to the first one. Ask yourself what you want the SaaS product to do for your company. Then, be clear about the features the software should have. For example, if you want improved data collaboration between different business sections you need a solution that can be accessed by multiple users. However, if you require a competent system that is similar to an on-premise program, you need to invest in a SaaS product that can be accessed by only a few users at a time.
After you select a suitable provider, do not sign a contract before you take a good look at the Service Level Agreement (SLA). The SLA will clearly state what the SaaS provider is offering and the reparation they will pay if they do not deliver the agreed services. Read and comprehend the SLA thoroughly to recognize what you are getting into and to avoid issues later.