Customer Experience is the New CRM

In the business world Customer Relationship Management focuses on the customer experience and organizations have shifted their attention from age-old practices towards the management of customer experiences through distinct activities. The intentions and motive of business organizations changed since tough market competition has emerged. Now the expectation of the customer and experiences are two important factors which regulate their decisions about the development of further association with an organization. Whether big or small, an organization will invest an effort to keep its customers and cut volatile behavior of said customers. Innovative market strategies and fierce competition has made a great availability of choices for the customers, while the diversity of choices makes customer behaviors volatile. This leads to competitive pricing and customer quality services influencing customer expectations and decisions.  As a result, organizations must now focus on putting their hard effort to cut their chances of loss via the customer base.

Linking and Informing Customers through Regular Updates

The Customer Relationship Management executive prepares innovative mailings and messages for customers, monitoring investment to make their customers informed and engaged. It also helps them to sustain communication with customers while raising their awareness. In fact, the customer experience deals with distinctive dimensions which helps the process of Customer Relationship Management.

Technology and Key Factors of Customer Experience

Technological advancement and modernization of earlier Customer Relationship Management have transformed organizational activities. The present market dynamics exhibits economic turmoil, competition and opportunities of international expansion of business. They have identified the following key aspects of Customer Experience Management and highlighted the distinction between the traditional and new approach. In this process of Customer Experience Management the organization focuses on the following:
  1. Identification of their potential customers
  2. The need and demand of the customers
  3. Customers segments which gives sales higher than 70%
  4. Identification of volatile customer
  5. Traffic analysis and product performance analysis
  6. Post sales services and offers for the loyal customers
  7. Identification of failed products and gained products by customer affinity
  8. Innovative marketing contents, messages for protecting customers, advice
  9. Customer feedback sharing and product survey to find the most popular products
  10. Rating helps the organizations to analyze customer need and expectation
  11. Pricing and product purchase analysis helps to develop marketing, sales plans
  12. Billing and analysis of target audience
  13. Analysis of potential customer and one time visitors

Analysis of customer perspective and customer acquisition

The successful strategies to make customers stay engaged and divert their attention towards the brand are the most crucial aspect. The analysis of customer experiences and making them engaged through online as well as activities facilitating the organization in the acquisition of its loyal customer base. Online and offline services, analysis of customer behaviour helps the organisation to develop effective strategies for further customer acquisition. Customer experience management play vital role in:
  • Marketing
  • Assessment of Return on Investment (ROI)
  • Collection of information associated with customers
  • Reduction of loss and issues with customer dealings
  • Analysis of life cycle of the customer and behavioral cycle
  • Assessment of customer motives and analysis of underlying causes of such behavior.
  • Personalization of the experiences and transformation of each touch points to more customer centric
  • Development of loyal customer base
Customers have their specific requirements and organizations now focus on meeting such targets because Customer Relationship Management dimensions have changed. Now the focus is about sustaining the consumer base for providing satisfactory services to these present consumers. This helps the consumers to get specific on demand services from the organizations. Development of loyal consumer base helps the organization to make profitability. Customer experience management helps the organization to analyze the behavior of the present customer and improve the entire service practices.  

Analysis of Minute Changes and Management of Issues

Tactical dealing of the Customer Experience Management differs from Customer Relationship Management practices. The process of Customer Experience Management helps to resolve outbound and inbound issues. Its helps in analysis of stocks, performance and track minute changes in consumer behavior. The changes in the life cycle of consumer and behavior helps in strategic management planning for understanding the changes as well as turning them in favor of the organization. In fact Customer Experience Management correlates to Customer Relationship Management because consumers are given priority in the services, including marketing and sales perspectives, the assessment of consumer satisfaction, the behavior and affinity of consumers along with the analysis of life cycle. This helps the organization to project and assess profitability, market place, market share and strength of performance under present market dynamics. The intangible interlinked process in between pre and post sales becomes tangible when detailed analyses of consumer experience are present.

Assessment of Credibility and Business Projection

This process helps the organization to measure their credibility of business strategies and in business analytics. The business advantage of the organization is understood clearly from the analysis. In fact, the consumer experience connects to the psychic construct of the consumer, social and environmental domain where he/she is living. The influences of society and environment interact with the organizational effort to make successful acquisition of the consumer base. The analysis of consumer experience is important as it covers multiple aspects under an umbrella term. The behavioral analysis helps in management of the consumer along with development of strategies. This analysis also facilitates in sales, promotional activities and direct consumers towards the organization surviving fierce market competition. The traditional approaches fail to meet consumer demand and sustenance of consumer base. The traditional Customer Relationship Management practices dealt with singular aspect i.e. sales and sales channels. This new dimension is the result of the behavioral study of the present customers, which facilitates in generation of effective strategies for acquisition of customers. This helps in market expansion and business expansion. Customer satisfaction is the key to sustain profitability and open new multidimensional channels for gaining greater success.


Technology and innovation are with tactical business management to gain success. The competitive market thus influences business organizations to focus on minute details associated to the consumer and not generalization of their business strategies. Globalization has induced this change in perspective and modernization of Customer Relationship Management, while the present market is exhibiting major shifts in technical demand of the organizations and the customers. In today's consumer market, the customer needs more comparative analysis support before their purchase while the organization captures the target audience through psychological pricing. The expectation is the new target of the organization as this is the key reason which enables them to cover wider dimensions. Growth of cloud based applications, Google Apps, purchase of Click Software are indicating major change in the traditional CRM practices.

Recent Post