What is Customer Experience Management Software?

Customer experience management (CEM) software assists a firm to monitor and handle all interactions with their clients throughout the customer lifecycle. The application helps to optimize customer interactions and develop their loyalty. To manage the customer experience, companies need to devise schemes that include all customer interactions.

CEM software gives businesses an all-round view of customers, with integrated, up-to-date information on their accounts and profiles. Customer experiences include interactions through conventional mediums 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 popular business systems such as inventory management, ERP, and financials so that customer data is not held in silos. For this reason, top CEM software makers are trying to close the gaps between communication channels and make it easier to integrate separate databases.

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