This is the process that companies use to oversee and track all interactions with a customer during their relationship. This information is sourced either from internal systems or from social networks. This represents the discipline, methodology and/or process used to comprehensively manage a customer's cross-channel exposure, interaction and transaction with a company, product, brand or service.
- Complex technology ecosystem makes it difficult to build good customer experience
- Organizations still separate groups like Billing, Marketing, Call Centers, Sales accounts, etc, which communicate with customer in silos
- Customers nowadays expect consistent experience on different platforms
Today, customers expect authentic, personalized interaction with brands – on their preferred channel – whether it is on social media platforms like Facebook, email, or even the phone.
Key Business Benefits
Unifies customer data and enables large companies to create competitive customer experience
Analyze social listening - the volume, context and sentiments of online conversations
Allow organisations to