subject: Customer Experience Management In The Retail Sector [print this page] If you are wondering whether your company has aptly developed a systematic customer experience management strategy, then you are not alone. According to a recent Forrester research, in spite of the widespread implementation and adoption. Numerous IT and business people say that they are not in the best of the situation.
The companies and business people are struggling, as per a recent recent research by Forrester in the report Navigate the Future of CRM. The report doesn't just define the correct CRM and customer experience management strategies but also about re-engineering consumer facing procedures where these processes are not functioning well and struggling to acquire the apt technology to deal with the concerns. Keeping in mind the purpose of the report, Forrester defined CRM as The business processes and supporting technologies that support the key activities of targeting, acquiring, retaining, understanding, and collaborating with customers."
Retail is a booming sector now and with the advent of online shopping, intuitive customer experience has gained prime focus. The retail industry is driven by customer attitudes and economic vitality. Today there is a huge adoption of customer technology for instance Smartphones, Facebook and digital music is re-shaping customer expectations. Retail enterprises have a scope to cater these changing needs by setting way better ways to cater to customers with advanced solutions that provide value, enhance consumer experiences and maximize loyalty.
Today consumers themselves are generating the association between a brand and their clients. Consumer experience needs to shape CRM strategies in the forthcoming days. Consumer-centric transformation activities today are floundering as they concentrate to unclear and vague goals that are usually driven by the internal stakeholders, within the silos for instance sales, marketing, support and the web channel instead of the consumers. Hence, as a result, CRM initiatives moss the essential elements for consumers most often. A successful CRM strategy that aims to focus on providing and implement apt customer experience management will focus on the following aspects:
Defining the intended experience
Direct the all the employee initiatives as well as decision-making
Guide the funding decisions and project prioritization
Today service providers of customer experience solutions clearly understand the consumer journey, regardless of the industry vertical. They create industry specific applications, depending on a intuitive experience to assist consumers navigate their interactions with the brand. They also anticipate the need, streamline the experience and learn from every communication. Furthermore, every application is offered as a cloud-based service and comprises of one or more channels, offers quick implementation, assisted by managed services and integrate it to the back-end databases.
