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How to Find the Right Customer Experience Management Software

Date
February 27, 2025
Read Time
5-6 minutes
Category
Customer Experience

Businesses that understand the value of a premium customer experience and how it helps establish a brand identity and improve customer satisfaction and loyalty may be in search of the right customer experience management software. You may not know how to find the right customer experience management software to fit your business with all the tools you need and this overview may help you determine what tools and features you need to upgrade the customer experience at your business. 

Before you dive into the deep end with demos and pricing, it's important to ask the right questions about potential customer experience management software and platforms. When evaluating CXM platforms, it is important to ask the right questions:

  • Does this software integrate with my existing systems? – The ability of a platform to integrate with other systems like a CRM ensures seamless data flow and avoids operational silos.
  • How comprehensive are the reporting and analytics features? – This helps you gain actionable data and make decisions based on that data rather than theories.
  • Is the software scalable to my needs? – It is important to find a platform that can be scaled to fit your needs and this guarantees long-term value and avoids future migrations.

5 Features You Need for Customer Experience Management

A complete and comprehensive customer experience management platform should equip you with the tools to understand, engage with, and improve the experience of your customers at every touchpoint. Here are five key features to look for in a high-quality CXM software:

1. Omnichannel Support

In the modern digital age, customers expect the same personalized interaction across multiple channels. A high-quality CXM platform with omnichannel support allows you to manage interactions from email, phone, SMS, social media, and in-app messaging, to provide a consistent and unified customer experience at every touchpoint. boostCX provides omnichannel support for customers and provides CX Scorecards to give you a complete view of your customer experience and how it can be upgraded. 

2. Customer Feedback and Survey Tools

Understanding your customers' needs and preferences is key to success and customer feedback is vital. Look for a CXM that provides tools to enable you to collect feedback through various methods, including surveys, ratings, and reviews. These tools should help you create customizable surveys and detailed reporting to help you collect and analyze customer feedback to identify areas for improvement. boostCX provides easy-to-use survey builders and collects feedback across multiple channels with multilingual support to help you reach all your customers.

3. Easy-to-Use Interface

A user-friendly interface is important to ensure the platform is used to its full capabilities and maximizes efficiency for your business. The software should be intuitive and easy to navigate, allowing your team to quickly access and utilize its features without extensive training. An easy interface increases efficiency and helps drive success.   

4. Social Media Engagement

Social media is a powerful platform for customer interaction and building your brand and connecting with customers. A good CXM platform should allow you to monitor social media mentions, respond to comments and reviews, and engage with customers more proactively. This helps you build brand loyalty and manage your online reputation on multiple platforms. boostCX offers Social Reputation Management with engagement tools to help manage your online presence.

5. AI Capabilities

Artificial Intelligence (AI) can revolutionize your CXM strategy. AI-powered features like sentiment analysis, personalized recommendations, and automated responses can help you deliver more efficient and personalized customer experiences. AI can also create scorecards with actionable insights. boostCX leverages AI capabilities to provide actionable insights and improve customer experience.

READ MORE: What Is the ROI for Customer Experience Management?

Choosing the right customer experience management software is a critical decision that can significantly impact the future of your business and the potential for success. By evaluating your needs and considering the features outlined above, you can find a platform that gives you the ability to deliver exceptional customer experiences and drive long-term growth.

Are you ready to take your customer experience to the next level? Contact boostCX today for a personalized demo and discover how our comprehensive customer experience platform can help you achieve your business goals!

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Advantages of Using a Customer Experience Management Platform

The business market is competitive – and a world-class customer experience has the ability to set your business apart from the competition. boostCX may be able to help. Businesses who want to drive success may want to consider the advantages of customer experience management that go far beyond simply keeping customers happy. With a strategic customer experience management approach and innovative solutions businesses are empowered to build loyalty, cultivate brand advocates, and ultimately increase business growth. boostCX steps in as your one-stop shop for customer experience management solutions in a variety of industries that include retail, automotive, financial, hospitality, and more.

Top 5 Benefits of Customer Experience Management

Customer experience management provides businesses with a wealth of benefits. When you prioritize customer satisfaction at every touchpoint of the customer roadmap, customer experience management solutions foster stronger relationships, increase the likelihood of repeat business, and build brand loyalty. Positive customer experiences translate to positive word-of-mouth marketing and a stronger brand image. boostCX customer experience management solutions can also improve operational efficiency by leveraging data-driven insights to identify areas for improvement within your customer service strategy. In a crowded marketplace, a superior customer experience can help you stand out from the crowd.

1. Improved Customer Engagement

boostCX empowers businesses to transform customer interactions into opportunities for engagement. Features like boostCX Omnichannel Engagement, boostCX Social, and boostCX Engagement Services help businesses proactively address customer concerns, gather valuable feedback, and foster a two-way dialogue that keeps customers feeling connected and valued.

2. Higher Customer Retention

Customer retention is key to business success and boostCX customer experience management can significantly increase customer retention by identifying at-risk customers through sentiment analysis and feedback surveys. With these insights, businesses can proactively address customer issues, personalize the customer journey, and ultimately cultivate stronger brand loyalty that keeps customers coming back to your business.

3. Reduced Customer Churn

Customer churn is defined as the number of people who stopped being customers during a set period of time and a general rule in business is that it costs more to get new customers than to retain the customers you already have. Businesses that engage with customers and foster ongoing relationships can reduce the amount of customer churn that they see.

4. Increased Brand Loyalty

Brand loyalty is a key element of success for any company. A quality customer experience management platform – like boostCX – can help you avoid the negative reviews that decrease brand loyalty by engaging with customers in real-time to foster loyalty and turn a negative customer experience into a positive one. In addition – continued engagement with customers who have a positive experience can turn customers into brand advocates.

5. Improved Customer Lifetime Value

Customer lifetime value is the historic or predictive calculation of the value a single customer presents for a business – a calculation that is linked directly to revenue – unlike the Net Promoter Score (NPS) and CSAT. boostCX customer experience management helps improve customer satisfaction, loyalty, and satisfaction – which helps drive up customer lifetime value.

When you prioritize the customer experience at every touchpoint, your business can cultivate lasting relationships, build brand loyalty, and achieve significant growth. Investing in customer experience management solutions is an investment in the future of your business and boostCX provides the tools you need to succeed. We hope this overview of the advantages of customer experience management will highlight key elements of customer experience management platforms like boostCX.

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KPIs

Best KPIs to Measure Customer Experience ROI

Measuring the return on investment (ROI) of customer experience (CX) initiatives is crucial for illustrating the value of customer experience management (CXM) strategies. Businesses that track key performance indicators (KPIs) that directly correlate with business outcomes can quantify the impact of their customer experience and their customer experience initiatives to make data-driven decisions. boostCX is a leading customer experience management provider and we hope that this look at the best KPIs to measure customer experience ROI will help you dive deeper into the numbers tied to customer experience management.

What Are the Best KPIs for Customer Experience?

To measure the effectiveness of customer experience strategies, businesses can track and analyze important KPIs. Metrics that can indicate the success of customer experience initiatives include Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Net Promoter Score (NPS), Customer Lifetime Value (CLTV), and Customer Churn Rate. These metrics provide valuable insights into customer sentiment and loyalty that translate to business success. Continuously monitoring these KPIs helps companies identify areas for improvement, optimize customer journeys, and drive overall business success.

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) measures customer satisfaction with a product, service, or customer experience and is important in many industries. Your CSAT is calculated by dividing the number of satisfied customers by the total number of respondents to your survey and provides a straightforward metric for evaluating customer experience management strategies. By tracking CSAT over a specific period of time, businesses can visualize the impact of customer experience initiatives and discover areas for improvement.

Customer Effort Score (CES)

Customer Effort Score (CES) measures how easy it is for customers to interact with a company. This metric can be calculated by asking customers to rate the difficulty of their experience on a scale and dividing the number of positive responses by the total number of responses and multiplying by 100 to create a percentage. Your brand’s CES provides insights into operational efficiency and customer satisfaction with a single metric. A low CES score indicates areas where processes can be streamlined, while a high score signifies a positive customer experience and tracking CES over time helps identify trends and quantify the value of current customer experience strategies.

Net Promoter Score (NPS)

Net Promoter Score (NPS) is an important business metric that measures customer loyalty and advocacy — which translate to future success. Your NPS can be calculated by subtracting the percentage of detractors (scores 0-6) from promoters (scores 9-10) based on survey results and it provides a simple metric for gauging customer satisfaction. In many industries — customer loyalty equates to long-term success and by tracking NPS over time, businesses can see the results of key initiatives that impact the customer experience.

Customer Lifetime Value (CLTV)

Customer Lifetime Value (CLTV) is a crucial metric for measuring the long-term profitability of customer relationships and customer experience management. Calculated by estimating the total revenue a customer will generate throughout their lifetime, CLTV helps businesses prioritize customer acquisition and retention efforts. Retail-based industries like e-commerce can calculate this metric by multiplying the average order value by the frequency of purchase and the estimated customer lifespan. Improved CLTV metrics indicate exceptional customer satisfaction and loyalty that translate to sustainable growth.

Customer Churn Rate

Customer churn rate is an important KPI in many industries that measures the percentage of customers who stop doing business with a company over a set period of time. Your customer churn rate can be calculated by dividing the number of lost customers by the total customer base within a specific period. Customer churn rate is a critical indicator of customer retention and increased retention means your current customers will continue to do business with you. A high churn rate can indicate underlying issues with the customer experience that require your attention. Reducing your churn rate via improved customer experiences can increase revenue and profitability.

There are many ways to track success and key performance indicators are important in many different business settings — but what are the best KPIs to measure customer experience ROI? By tracking and analyzing key performance indicators like — CSAT, CES, NPS, CLTV, and Customer Churn Rate — businesses can quantify customer experience success.

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