#9 – You want to know what CX / Customer Experience means

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CX. Customer Experience.  These are the latest buzzwords around the block when it comes to technology.  What does it really mean though?  I think it’s simple.  It’s creating a compelling reason for your customers to do and to keep doing business with you.  The whole end to end experience is what we’re after and it’s an important aspect that many organizations haven’t successfully integrated into their organizations yet.

CRM in the past wasn’t always about customer experience.  It was about a big database full of contacts that you used to keep tracking of names, phone numbers and maybe some notes about them when you last spoke with them (if you’re lucky).  It then evolved into a system that managers used to track what their sales people were doing.  The irony in all of this is that the acronym CRM (Customer Relationship Management) never contained the word sales in it.  It became a tool to monitor and track.  It’s all changing now.  Your customers want a full experience that makes it feel consistent, reliable and timely.  This is Cx.

At SugarWest we’re going to dive into the customer experience and learn what it takes to bring along a prospect into the life of a customer.  We will then show you how technologies can help your teams not only service the customer right the first time but continue to do it time after time again.  From marketing to selling to service, the customer experience is at the heart of it all when it comes to technology.

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