CXM staat voor Customer Experience Management. Met CXM wil je vooral de volledige klantreis snappen en verbeteren om over alle kanalen heen een positieve ervaring op te bouwen en te sturen op klantloyaliteit. Ontwikkelingen in dit domein gaan razendsnel en vragen om een duidelijke (klantinteractie) visie op de inzet van technologie, goed gebruik van data en regie of ownership binnen je organisatie.

Wat is het verschil tussen CCM en CXM?

Met zowel CCM als CXM richt je je op het verbeteren van klantinteracties. Toch zijn er belangrijke verschillen tussen beiden. Bij CCM (Customer Communications Management) ligt de focus vooral op het optimaliseren van uitgaande communicatie naar klanten en op het automatiseren van communicatieprocessen met klanten. Begrijpelijke communicatie en snelle processen moeten zorgen voor gemak en minimale inspanningen van klanten maar ook interne medewerkers. Denk daarbij aan hoogvolume klantcommunicatie als contracten, polissen, correspondentie, facturen, notificaties en sms’en via kanalen als e-mail, print, messaging, apps of portals. CXM (Customer Experience Management) omvat veel meer en richt zich op het begrijpen, ontwerpen en verbeteren van alle klantinteracties. Binnen elke customer journey en via elk kanaal. Gewenste verbeteringen hebben een impact op medewerkers, processen en systemen en kunnen niet los van elkaar worden gezien. CCM zien wij dan ook als onderdeel van CXM. Elk klantcontact is namelijk een kans om de relatie te versterken.

Transform your customer communication into customer interaction with Customer Experience Management (CXM)

From Customer Communications Management (CCM) to Customer Experience Management (CXM)

At Dialog Group we believe that CXM is an indispensable link in companies to achieve good customer experience (CX). Customer communication and interaction is an important form of customer contact with a major impact on the customer experience. A digital transformation is necessary to truly focus on customers in all phases of the customer lifecycle and to offer seamless customer journeys on every channel, at any time and on any device. CXM goes beyond just marketing tools, business processes and software, but prioritises orchestration and personalization and connects Business with IT colleagues within your organization. Your customer is put at the center of every process, in every department, and then really receives the attention your customer deserves.

Hand interacting with a glowing digital interface connected to data, analytics, security, and cloud icons

Why CXM (Customer Experience Management)?

You want to understand and optimize all interactions throughout the customer journey, with the aim of creating positive experiences and building long-lasting relationships.
You want to connect departments such as customer service, marketing, sales and product development and IT to put the customer first.
You want and take control of your brand image and want to involve all channels where customer interactions take place.
You reduce your costs thanks to more efficient processes for your customers and your employees.

What customers say

Dialog Group recognized on Aspire Leaderboards

We are very proud of this recognition!

Analyst firm Aspire places Dialog Group on its leaderboards for Customer Communications Management (CCM) and Customer Experience Management (CXM).

Frequently asked questions about Customer Experience Management (CXM)

What is CXM?2024-10-03T10:13:47+02:00

What is CXM?

CXM stands for Customer Experience Management. With CXM you mainly want to understand and improve the entire customer journey in order to build a positive experience across all channels and focus on customer loyalty. Developments in this domain are happening very quickly and require a clear (customer interaction) vision on the use of technology, good use of data and direction or ownership within your organization.

What is the difference between CCM and CXM?2024-10-03T10:13:36+02:00

What is the difference between CCM and CXM?

With both CCM and CXM you focus on improving customer interactions. Yet there are important differences between the two.

At CCM (Customer Communications Management), the focus is mainly on optimizing outgoing communication to customers and on automating communication processes with customers. Clear communication and fast processes should ensure convenience and minimal effort from customers but also internal employees. Consider high-volume customer communication such as contracts, policies, correspondence, invoices, notifications and text messages via channels such as e-mail, print, messaging, apps or portals.

CXM (Customer Experience Management) encompasses much more and focuses on understanding, designing and improving all customer interactions. Within every customer journey and via every channel. Desired improvements have an impact on employees, processes and systems and cannot be viewed separately. We therefore see CCM as part of CXM. Every customer contact is an opportunity to strengthen the relationship.

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We help your organization on its way to the best customer communication and digital customer interaction, with the greatest time and cost savings. We ensure that everything is digitally accessible for your customers. Leave your details and we will contact you.

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