Customer-Focused CRM (#CX)

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Customer Lifecycles - Definition and Usage

Customer Lifecycles Customer lifecycles are used to analyse the behaviours and decision-making of your customers over time. Understanding customer lifecycles can give real insight into how a broad base of your customers experience your organisation as a whole. Customers may well understand your business better than you do, and revealing what creates customer value over time is in turn the key to unlocking tremendous value in your firm. Customer lifecycles help you understand customers bette... more

Customer Lifecycles, CRM and Marketing

Customer Lifecycles, CRM and Marketing Integrating an understanding of customer lifecycles with customer management and marketing processes is a hugely powerful (and generally under-utilised) method of building value in your customer base. Returning to our Customer Lifecycle Model, below, we can consider some approaches to campaign that directly link to the cycles. Types of campaign include: Follow-up: typically instigated by your customer service aspirations. For instance, "always ... more

Different Software

CXRM Puts The Customer Experience At The Heart Of Your Business CXRM's software has been built from the ground up with a focus on aligning customer experience with the ability to deliver it - connecting the outside and inside of the business together. With CXRM, you can make your customers the stars: Embed customer-centric ways of working using CXRM's best practice CX functionality Engage with customers across their lifecycles and journeys by configuring CXRM's process engine t... more

Features

What Does CXRM Do? CXRM is online software for managing customer experiences and relationships. CXRM includes the functionality you would expect from a traditional "CRM" solution, plus features that align the internal business processes in your company with the experience you aspire to deliver to your customers. Putting the X in CRM Here's a summary of what you can do with CXRM: Manage Customers Pro-Actively Across The Life-Cycle acquire: create leads from your existing... more

Home

CXRM: Customer-Focused CRM (#CX) An Effective CRM Solution Is An Important Enabler to Delivering Service Excellence CXRM Makes Your Customers The Stars ***** Tailor CXRM To Fit Your Business Maintain Customer Focus As You Grow CXRM Is Easy To Implement Exceptional customer service drives customer loyalty and higher profits for your business. Use CXRM to:- Embed customer-centric ways of working Engage with customers across their lifecycles and journeys Create a single view of a custome... more

How To Maintain Customer Focus As You Grow

It's hard to retain focus on customers as your company grows. At start-up (and at micro-size), the original founder's passion and commitment to go the extra mile for customers tends to design in a terrific customer experience, but with growth, there is a real risk that this original focus is diluted (see the diagram below). As an owner or manager of a smaller business trying to maintain customer focus as you grow, you'll need to be excellent across many disciplines. A useful pl... more

Capture Your Customer Knowledge With CXRM

There's always been a number of easy ways to use CXRM to capture customer knowledge, for example: using contact notes to record every material interaction with a customer, so that any of your people looking at the customer can get an immediate '360' view of things what has been done and when; defining a process to control and streamline how you deal with a customer on a particular customer journey - for example, when a customer seeks after-sales support, the process in CXRM would... more

Does your CRM help you improve customer engagement?

Nearly a decade ago, McKinsey wrote the following: "Although companies are investing record amounts of money in ... customer-relationship-management (CRM) technology... only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded. What's regularly missing, in our experience, is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people i... more

Using CXRM To Provide Excellent Customer Experience

CXRM is an easy to use online software system that makes it easy to track subscriptions, manage your clients and help your business to grow effectively and efficiently. Many SME businesses need an efficient online business system to manage their clients and records effectively. Allowing them to build a strong relationship with clients and provide excellent customer experience. CXRM has a wide range of tools to help achieve this ; Tools for sharing information, files and folders across your ... more

Building Your Customer Experience Model With CXRM

With customer experience becoming more and more of a priority across platforms, it’s important businesses have the right model in place to deal with customers. Here at CXRM, we strive to provide a platform that allows you to manage your customers' experience and help provide an excellent and personalised service. CXRM enables your business to manage interactions with customers across the whole life cycle - from acquisition, to service delivery, to customer care and in maintaining on... more

Tools To Improve Your Customer Retention

A recent article at Beyond Philosphy mentions that is is important to keep the customers you have by providing a great customer experience. Many SME businesses need an efficient online business system to manage their clients and records effectively. Allowing them to build a strong relationship with clients and provide excellent customer experience. CXRM has a wide range of tools to help achieve this ; Tools for sharing information, files and folders across your business A best-practice ac... more

CXRM Provides A Platform To Build Customer Experience #CX + #CRM = #CXRM

CXRM is online software that helps create the time to grow and manage your business relationships [#CRM] by providing a platform to build excellent customer experience [#CX]. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, sending constant internal emails and calls to one another. With CXRM each user is able to update and share notes and information on anything, making your business' contact with your custom... more

Creating An Excellent Customer Experience

A recent article on blogs.sap.com highlights the importance of knowing your customer and their needs when it comes to building an excellent customer experience for them. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, sending constant internal emails and calls to one a... more

Top 10 Ways To Create A Positive Customer Experience

Recently winthecustomer published an excellent post regarding how to create a positive customer experience, backed up with the fact that 68% of customers who left a company do so because they felt undervalued. We’ll summarise the ‘Top 10 Ways to Create a Positive Customer Experience’ below; Communicate with your customers – Before, during, and after the sale Find your customer service niche Show real customer appreciation Focus on resolving problems quickly Make c... more

7 Great Ways To Improve Your Customer Experience

With customer experience becoming more and more of a priority for businesses, especially for SMEs, it's important to make sure the experience your providing is unrivalled. A great article found at www.callcentrehelper.com highlights "7 Great Ways To Improve Your Customer Experience". The following list contains the main points; Define your customer experience principles Understand your customers Create an emotional connection with your customers Capture customer feedback Us... more

Make Your Customer Experience More Personal #CX

A recent article found at www.winthecustomer.com shows that 78% of consumers reported that their most satisfying experience took place when a capable and competent service support representative answered their queries. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, ... more

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