Assignment: Customer Experience Management
Added on 2020-12-09
11 Pages3498 Words482 Views
Managing the customerexperience1552135025 (1)
Table of ContentsINTRODUCTION...........................................................................................................................1P5 Examination of digital technology is engaged in managing customer experience in theservice sector along with some specific examples of consumer relationship management(CRM) System ......................................................................................................................1P6. Illustration of customer service strategies in a service sector..........................................4P7. How customer service strategies help in meeting the needs of the customers and meet upthe business standard..............................................................................................................6REFERENCES................................................................................................................................9
INTRODUCTION Managing customer experience is related to effectively manage and evaluate consumerexperience related to a product and service utilized by them (Goodman, 2019). A successfulconsumer experience management needs an overall 360degree analysation of consumer. This canbe done by, effectively understanding customers need, the creation of a consumer journey mapand capturing regular feedback in order to track consumer satisfaction. In simple terms, customerexperience management is a process of product integration in between a company a consumer. Inthis report discussions will be made on, utilization of digital technology in order to managecustomer experience in service sector accompanied with examples. Also, the illustration ofcustomer service strategies in the service sector and how customer service strategies help inmeeting the needs of the customers and meet up the business standard.P5 Examination of digital technology is engaged in managing customer experience in the servicesector along with some specific examples of consumer relationship management (CRM)System Managing customer experience is related to effectively manage and evaluate consumerexperience related to a product and service utilized by them (Goodman, 2019). A successfulconsumer experience management needs an overall 360degree analysation of consumer. This canbe done by, effectively understanding customers need, the creation of a consumer journey mapand capturing regular feedback in order to track consumer satisfaction. In simple terms, customerexperience management is a process of product integration in between a company a consumer. Inthis report discussions will be made on, utilization of digital technology in order to managecustomer experience in service sector accompanied with examples. Also, the illustration ofcustomer service strategies in the service sector and how customer service strategies help inmeeting the needs of the customers and meet up the business standard.Three CRM system:Operational: it refers to the services which allow a firm to take care of their customers.Further it also provides support to various business process such as marketing, sales. Further itmainly focus on automation, improvement and enhancement of a business processes that arebased on customer supporting. Even this system also focus on direct interaction of the customers1
and these includes face to face personal interaction, interaction through any website or callcentres. Analytical : it is the subset in which data is collected by the firm about their customerrelation with a goal of raising customer satisfaction and their customer retention rate as well.Even this also provide customer segmentation and divide the customers into those who may ormay not utilize the services again and again.Collaborative: this CRM system basically deal with temporal relation and integration ofcustomer interaction and channels of communication such as phone, email. Thus it helps toincrease and improve customer retention and liberty. Features of Customer Relationship Management Systems:Customer needs: In order to ensure long term sustainability, it is important for an organisation to regularlykeep on evaluating their customers’ needs as to offer them most advanced and innovativeproducts and services (Peppers and Rogers, 2016). Customer complaints:In order to retain consumers for long run it is important for organisations to carefullylisten and solve grievances and issues of customers in order to retain their loyalty towardscompany and provide them ultimate satisfaction. Customer satisfaction:CRM also helps to satisfy the needs of customers such that it can be measured of how theneeds and responses are collaborated and can be delivered to excel customer expectation. That iswhy in this modern era, customer satisfaction is an important performance exponent which canbe explain as more is the customer satisfaction, more the business and bonding with customers. Customer service:In quoted firm, customer service is a process of delivering information as well as servicesand customer satisfaction is also depend upon the quality of service that is provided by thesuppliers. Moreover, if the quality and trend of service that further go beyond the expectation ofthe customers then only the firm supposed to have good business with their loyal customers.Importance of Digital technology:2
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