Customer Experience Management: What It Is and Why Does it Matter? 

customer experience management

What are the metrics for measuring an organization’s success? Customer experience management, i.e., how the business handles its interaction with customers to build a better experience for them. 

Based on an analysis carried out by Brain & Company, there was an upsurge of 4%-8% in revenue for companies with superior customer experience management. 

To put it simply, 

Companies that believe in the importance of customer experience management and adopt strategies to improve it have achieved higher customer satisfaction, reduced customer abandonment rates, and increased revenue. 

This is just one reason why creating a great customer experience is key to the success of your business and why you should prioritize it.  

Here in this blog, we’ll walk you through customer experience management, why it is essential, how to measure customer experience, challenges, and how you can create a good customer experience.  

So, let’s get started. 

What is Master Data Management?

Customer Experience is often directed to CXMṣ or CEM.  

It refers to your customer’s interactions with your business throughout the customer experience journey, beginning with their first contact and continuing until they become happy, loyal customers. 

Creating an exceptional customer experience is a two-step process that involves two primary touch points: people and products. 

In a nutshell, CEM is a way of understanding the needs of your ideal customers, communicating with them, serving them, and making sure they are satisfied throughout the entire purchasing process. Customer experiences are the sum of their interactions with a brand or company throughout a relationship. 

Importance of Customer Experience Management

There is no doubt that customer experience management is one of the most critical factors for the success of a business. 

Providing an excellent customer experience is not just about putting on a good show and getting good press. By making technology more human and incorporating your customers’ experiences, you can create a win-win situation that benefits you and your customers. 

As the global marketplace becomes more competitive and hyperconnected, customer experience becomes more crucial. In addition to generating leads and converting them into customers, businesses have the opportunity to develop rich, personalized experiences and build long-term relationships with their customers. 

An organization that adopts a good customer experience business model can reap many benefits. As an example, we will discuss some of the benefits below: 

A Higher Level of Customer Satisfaction 

When your interactions with customers are better tailored, you’ll experience fewer gaps in the customer experience that leave you open to criticism.  

By defining the customer experience based on effort, emotion, and intent, you will be in a position to provide a product or service that is truly exceptional. You will achieve higher levels of customer satisfaction if you tailor your customer interaction to the individual.   

Customers Can be Better Known by Businesses 

Understanding and knowing the customer’s needs is the cornerstone of every successful business, whether it sells directly to consumers or indirectly. The better you understand your customer’s journey, the better you can design a path that will lead to success.  

The Opportunity to Generate More Revenue 

As we have already mentioned, if you give your customers the kind of service they deserve and are satisfied, they are more likely to return. According to multiple studies, loyal customers are more likely to increase revenue over time by 300 percent compared to non-loyal customers. 

Furthermore, loyal customers play an essential role in spreading the word about your brand throughout the community and bringing on new customers through referrals. Your organization’s revenue increases as a result of all of these factors. 

An Excellent Customer Experience Results in an Engaged Workforce 

It might surprise you that customer experience management has a positive impact, but it’s true. It is believed by several studies that a great customer experience will result in 1.5 times more engaged employees, as well as higher productivity. 

The workforce’s productivity is one of an organization’s most important assets. 

Reduce Churn Rates 

An organization’s churn rate is generally the number of customers who discontinue doing business with the brand or company in the short or long term.  

Consequently, reducing your churn rate means that you will lose a smaller number of customers and be able to keep more of your existing clients on board. 

Improves the Customer’s Loyalty and Advocacy for Your Business 

Your chances of repeat business will increase if you can get your customers’ loyalty. By putting your brand in front of the right people, you can enhance its visibility, build strong brand awareness, and increase sales. 

Measuring Customer Experience: How to Do It?

Getting a competitive edge requires understanding customer experience throughout the customer journey, analyzing the results, and improving customer service based on the insight.  

Here we have shared the different metrics to measure customer success.  

Let us begin. 

An Assessment of the Overall Customer Journey 

An excellent place to begin within the measurement process is by assessing the overall customer journey.  

When measuring the customer journey, two metrics can be utilized: the Net Promoter Score (NPS) and the Customer Effect Score (CES). 

We’ll introduce you to these two metrics below: 

Net Promoter Score (NPS) 

A meaningful way to measure a company’s overall experience is to calculate its Net Promoter Score or NPS. 

An NPS score measures how likely a customer is to recommend a brand to acquaintances and family members. 

Simply put,  

NPS is the way to determine the loyalty and advocacy of customers. 

In addition to considering products, prices, onboarding, marketing, and touchpoints, NPS illustrates your overall customer experience. 

Customer Effort Score (CES) 

As the name suggests, the Customer Effort Score (CES) measures how much effort customers need to put forth to achieve their goals when using a product or service. A number of activities are involved in this process, including purchasing products, answering questions, fixing issues, or returning goods. 

Whenever you want to determine the Customer Effort Score, you will need to launch a survey that gives the respondents a choice of either agreeing or disagreeing with the statement suggested by the company.  

2. Customer Churn Rate 

A churn rate can be defined as the percentage of your customers who leave your business over time or are no longer interested in the products or services you offer. 

When you experience a high churn rate, you are losing most of your customers, making it harder to grow your business further.

3. Customer Retention Rate 

In contrast to the churn rate, the retention rate measures how many customers stay loyal to your business over time and continue paying for products or services. 

Make sure you keep an eye on the customer retention rate regularly so that you can determine if the retention rate is on the rise or the decline. If the retention rate declines, take prompt action to avoid losing the business. 

4. Measure the Number of Customer Support Tickets Received and Resolved 

There are many ways to measure customer satisfaction, but one of the most direct ways is by counting the number of support tickets received. 

For instance, if you receive more tickets than usual, you must create an effective customer experience management strategy. In the case of recurring hiccups across tickets, investigate possible causes for them and how you can fix them. This will allow you to decrease the number of tickets your customer service representatives receive while maintaining a positive customer experience.  

5. Referral Rate of Customers to Other Customers 

A Net Promoter Score (NPS) represents the percentage of customers willing to recommend your product or service to their friends and family members. The referral rate, on the other hand, indicates how many customers are recommending your business to their friends and family.  

Customer referrals can be seen as proof that you have a quality product worth investing in, so it is also worth recommending to friends and colleagues. To increase your referral rate, you must first ensure that your customers have a positive experience during their time with your company. 

6. Average Resolution Time (ART) 

Creating a positive customer experience is one of the most critical business goals that can only be achieved by establishing an effective support system that stands side by side with your customers at every step. 

But how will you gauge the efficiency of your customer support team?  

This is when Average Resolution Time (ART) plays an important role.  

The ART represents your customer service team’s average time-solving customer problems. Support queries take varying amounts of time to resolve; some might take more time while others take less. 

Don’t Let Your Customer Experience Metrics Go to Waste

Measuring customer experience is essential to ensure your business grows steadily by making the necessary improvements. However, you will not be able to do so without a compelling customer experience management strategy. 

These metrics will allow you to discover a variety of information about your customers and your products, such as how seamless your product is, how easy it is to use, and many more. Besides that, they will also be able to identify valuable insights that they can use to improve the quality or performance of their products and services in the future. 

These advantages can benefit a business in many ways, including lowering churn rates, increasing customer retention rates, etc. 

Using the Average Resolution Time (ART), companies can also identify their most effective teams and where improvements could be made. It would be equally possible to measure the same for your product and service. 

Your business can benefit greatly from knowing how your customers use your product. The more you know about them, the more beneficial changes you can make, and the more delightful your customers’ experiences will be.  

Shortly, these metrics will provide leadership teams with the ability to gain complete visibility into critical areas of customer experience management that positively or negatively affect your organization’s success. 

If you have trouble keeping track of these metrics, you can rely on customer experience management software. It is an excellent way to monitor and analyze the experience that customers have with your business. This software can also provide you with necessary improvements that can be made to enhance the customer experience and business model. 

Customer Experience Management: What’s the Best Way to Do It?

Creating a positive customer experience will not happen overnight. It is a long-term process. Here are three steps that will help you create a remarkable customer experience that will grow your business: 

Profile Your Customers to Create a Complete Picture of Who They Are 

The first step towards ensuring that your customers have an enjoyable experience is getting to know them well. 

Creating a comprehensive profile of your customer is one of the best ways to understand your customers in a lot more detail, encompassing several touch points in your customer journey. 

You will be better positioned to offer relevant offers by understanding your customers well. When you provide relevant offers to your customers, you’ll be able to build a stronger relationship with them, thus driving retention and loyalty metrics. 

Adapt to the Needs of All Customers 

When you know your customer’s needs, you can tailor your interactions to meet their needs.  

A customer-focused approach isn’t a good practice, as you need to work on understanding the context that most appeals to your loyal customers.  

If you manage, you can drive brand loyalty among your customers. We live in a time when customers are more powerful than ever, and they have a more comprehensive range of choices. A message that doesn’t resonate with them and isn’t relevant, timely, and insightful will alienate them. 

Timely, Relevant, and Effective Messages 

Achieving maximum value at each customer touch point begins with delivering the right message at the right place and time. This is the key to improving the overall experience of customer experience.  

Final Take

This blog aims to understand what customer experience management is and why it is crucial for your business. Hopefully, the blog will be successful in achieving that goal.  


Team Eela

TechEela, the Bedrock of MarTech and Innovation, is a Digital Media Publication Website. We see a lot around us that needs to be told, shared, and experienced, and that is exactly what we offer to you as shots. As we like to say, “Here’s to everything you ever thought you knew. To everything, you never thought you knew”

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