How successful customer experience management works: retaining customers in the long term with the help of CRM systems

Successful customer experience management (CXM) starts with customer acquisition: companies provide potential customers with the right information at the right time and at the right touchpoint during their customer journey. This is right and important. It is just as fundamental to do the same for existing customers. It is important to inspire them again and again. This requires a 360-degree view of each individual customer. CXM forms the basis.

In his article, Dario Waechter, Head of Data & Analytics, explains how companies can use CRM systems and integrated tools, such as a ticketing system, to keep track of all contact moments with customers and thus maintain customer relationships. He also explains how companies can optimize their sales and service processes even further thanks to AI tools.