Use marketing automation and customer engagement to reach your customers with personalised offers across multiple channels. Get to know your target groups better and create unique experiences along the entire customer journey. There are three essential aspects here:
- Actively shaping all relationships with customers (customer experience and relationship management)
- A digital workplace for marketing and sales
- Transparent knowledge about your own customers and about your company’s own performance
Customer Experience Management (CEM) aims to achieve complete consistency in the interaction with customers across all customer touchpoints. To achieve this, CEM takes a holistic view of the lifecycle of your customers across all channels.
Digital customers have already gone through 50 to 90 per cent of the buying process when they first contact your company as a provider. This means that effective CEM needs to be in place in the initial phases of the customer journey because awareness of a product is awakened early on at this stage. Interest in the product increases and the first desire to buy emerges.