CX is the new CRM!

We have been witnessing a sea change in CRM world for a long time. CRM vendors , even the sector leaders,  have been focusing on customer experience management, but none of them offer a comprehensive and integrated solution for all CX needs...At most, they tend to use the CX concept in quite different contexts. What is CX in reality?

Customer experience is everything in this digital age, where customer satisfaction can't be fulfilled by a single product or brand; as a result, mapping the customer journey has become more complex or as consistent as it once was.

To improve customer experiences and making lifetime customers, businesses must identify and improve all touchpoints, pathways, and channels involved. They should focus on experience design of their business. 

CX is a multi-dimensional function. Customer Experience cx is much more than a single process of collecting and analyzing customer feedback. It is about designing the whole journey from lead to cash. Furthermore, it is not limited to this.

CRM looks at survey data to get feedback from customers who take the time to respond. CX gets feedback from all customers, even if they don't respond to a survey, by collecting indirect customer feedback.

Today, companies are not selling just products or services. Consumer mindset requires more than a service or a product. Meeting the needs of the customers is not enough. Customers want more than a need. Increasing customer satisfaction depends of providing the best experience which consist mostly of feelings. The buyer persona of today spend for lifestyle, and for experience. 

If it would consist of the needs, any mobile phone would be sufficient for all customers. But why does everybody want to have an Iphone? The answer is experience! Experiences need to meet a customer's sentimental need, work well, and be deliverable. Creating better experience is possible by an iterative process of exploration, scripting, and staging.  

That’s why customer experience is beyond CRM. CRM is just one aspect of CX that automates internal functions, it is mechanical. Today the brands have to touch all expectations of their customers in multi channel processes in a complex environment framed with many different variables.

This is only possible through one-stop platform for an improved CX. Today, CX is even evolving within. It cannot have a single function anymore. It does not consist of call centers or a small group of staff facing the customer. 

On the other hand, experience is not just for consumers, It is about the whole being of a business. Companies are made up of people, and business-to-business settings provide opportunities for experiences. They have internal and external customers. The internal customers consist of employees, collaboration between the teams. The external customers are the consumers. The whole being of customers is connected to each other. The satisfaction of external customers is only possible through the satisfaction of the internal customers. 

CX places employees in a stronger position to deliver for customers. It also improves the employee experience.

In conclusion, CRM platforms are about having control over all processes. CX is more beyond of following up sales pipelines, service staff calls, marketing campaigns etc. It is about empowerment by making lifetime internal and external customers.

CONTROL X EMPOWERMENT

The control and overall efficiency are no longer the way to grow. Today, it is not possible to maintain the customers just by focusing on quarter’s turnover. Customers have too many options to switch when they get engaged, so how can companies maintain them?

PAROCHIAL X HOLISTIC

The parochial point of view of CRM does not allow every employee to interact with the customer. This point of view blocks a complete understanding of the customer. Therefore, the company has access to information from only one fragment. 

How can companies better serve customers from only one point of view? This does not seem so possible in today’s hyper-competitive environment.

CRM’s single point of view to access the data is leaving its place to CX’s holistic approach. The front office and back office is tied together. All employees have access to information which allows the company to achieve a complete customer interaction. In this context, customer has immediate access to service and it does not matter with whom the customer interacts. Employees can easily transfer the information and assign what should be done.

CX is an effort of consistent collaboration.  It is not for a particular team; it is for everybody.

From CX's perspective, it doesn't matter how the customer wants to interact with the company. They can have a consistent experience across all channels. The CX system helps employees deal with customer issues quickly and effectively, giving the organization a competitive advantage. The system constantly learns and allows the organization to make decisions quickly and effectively.

QUANTITIVE X QUALITATIVE

CRM has always been about managing customer, teams, and targets. CX is shifting this approach towards meeting the needs of the customer.

In this hyper competitive business environment, the last thing you want to do is lose connection with your customers. Today, companies need to be listening and responding even more than they ever did in the past.

CloudOffix is a CX platform that captures customer data at every touchpoint, from pre-purchase to post-purchase. This ensures that the customer data reaches the right department. It can deploy solutions at scale and connect different departments, organizations, and initiatives through a single customer data.

Be more focused and responsive to the needs of the customer with CloudOffix.

Most of the companies may miss some features and functions on their software while creating their CX strategy. At this point CloudOffix offers a fully customizable low-code platform that can meet every possible need of its customers.

Customer Experience is not only about learning what customers are thinking and feeling; it is about empowering people and creating actionable insights. CX Platform's main function is to run this cycle smoothly in a sustainable way. 

CX has already been a primary differentiator and it offers the business a competitive edge. It is the most crucial part of overall organizational strategy today.

CAPTURE THE PAST, POWER THE PRESENT  

Customers are giving consistent signals every day in how they act and engage with your brand. Survey results are not the only thing that can be used to gather customer data. CX is a pool where all the omni-channel experience signal collection is gathered. Signals are the collection of experiences in a customer journey that come from different channels.

These signals derived from the data allows companies to have a complete and comprehensive view of customer needs. It leads to new insights and a deeper understanding of customer expectations. This is how the personalization is achieved. Personalization is the new loyalty.

A major competitive advantage that cannot be understated is the ability to gather raw data and convert it into reports.

A Complete One-Stop Platform For All Customer Experience Needs

CloudOffix provides solutions for businesses and enterprises to accelerate their digital transformation journey. Its solutions have been ahead of the curve when it comes to successfully adopting customer experience mindset. CloudOffix is providing exemplary services to its users using infrastructure that supports high performance communication.

Simply, CloudOffix allows all organizations in a business to work together.