Customer experience management (CEM) software helps a company to monitor and organize all interactions with their clients throughout the customer lifecycle. The solution helps to optimize buyer interactions and develop their loyalty. To manage the customer experience, enterprises need to devise strategies that encompass all customer interactions.
CEM software provides firms an all-round view of customers, with integrated, up-to-date information on their accounts and profiles. Customer experiences include engagements through traditional mediums such as live chat, phone calls, and website purchases as well as text and social media. The emergence of new communication channels and touch points has made CEM a difficult process.
CEM software apps integrate with other popular business programs such as inventory management, ERP, and financials so that customer data is not stored in silos. For this reason, leading CEM software vendors are attempting to close the gaps between communication channels and make it simpler to integrate separate databases.
Pricing details are a key consideration when you analyze SaaS vendors. Ask the provider if they offer price protection and contractual flexibility. “Shelfware” has become a major problem in SaaS licensing as buyers end up shelling out for more than they require. Plus, to get pricing predictability, consumers are forced to subscribe to long-term agreements. Make sure you don’t get saddled with long-term licensing and get locked in for a long period with a single provider. Ask about easy exit policies that assist you to move on to another vendor if you are not happy with the services provided by the current one. Select a vendor that offers a handy standard annual termination facility as well as long-term cost protection.
Another crucial element to consider is whether the cloud provider meets compliance and security requirements. Your business is accountable to employees, customers, business partners, and regulators. Therefore, you should choose a vendor that has adopted a technically sound and comprehensive security system. Map your security control needs such as availability, integrity, confidentiality, privacy, and accountability to the vendor’s capabilities. Ask the potential vendor about the procedures and systems they use to protect your sensitive data. Do they meet general as well as industry-specific compliance and security standards? Do they provide special measures to meet the unique security requirements of your specific industry? Get satisfactory answers to these queries before you make the investment.