How critical is CEM solution in retail segment…find out...
Great customer service is a critical part of any retail business. In many ways, it’s useful to think of customer service as just one piece – among others – that comes together to form the total experience.
Customer Service vs Customer Experience
Customer service only encompasses the reactive part of a larger shopping experience. Customer experience, on the other hand, is different in its scope. Unlike reactive customer service, customer experience covers each proactive interaction you’re making to connect customers with your brand. This includes every touch point customers use to engage the specific conditions inside your stores, and the layout of your eCommerce channel. The easier and more convenient these are for your customers to use, the more successful your strategy will be. Customer experience is constantly nurtured across an entire organisation, regardless of channel.
Benefits of CEM solution to retail chains
Today, when retailers are on the verge of going omni-channel, the various nuances of customer behaviour in each platform can be ably tapped and used by a retailer to provide a better customer experience through a suitable CEM solution.
CEM solution gives businesses visibility into their customer experience touch points that is currently missing. A proactive approach can help identify areas of improvement or challenge before they become critical issues.
As part of a context driven initiative, retailers are provided data-driven, actionable insights so that they know the importance of remedial steps in their operations.
It helps businesses to increase customers, revenue per customer, improve cash flow and reduce dormancy. Thus, clients can see measurable increases in customer satisfaction levels and reduced churn, as well as lower service costs.
As a result, the clients are better able to differentiate their offerings on the basis of service excellence and customer satisfaction, instead of price. This leads to longer customer lifecycles, greater revenue per customer and lower marketing costs – as existing customers are less expensive to keep than the cost of acquiring new ones.
Retailer Media caught up with Rupa Sreedhar, VP - Solutions, Ramyam Intelligence Lab, to understand more about how this solutions provider company provides reliable customer experience service inputs.
Relevant to B2C and B2B market
Enliven CEM addresses many use cases and digital footprint solutions in the B2C and B2B market. One such solutions provider, Ramyam Intelligence Lab provides scalable and reliable Customer Experience Management (CEM) solutions deployable for all transaction intensive industries having large customer base. Its in-store digital orchestration manages various nuances of customer experience management and the omni-channel essence of a retail customer is completely handled by enliven CEM.
The target market
The target clients that go in for CEM solution includes, senior executives, vendors to accelerate R&D efforts and acquisitions focused on new tools and applications and for integration of new and existing technologies.
Generally, the target markets are across domains like telecom, retail, banking, insurance, manufacturing and hospitality.
Inputs courtesy: Rupa Sreedhar, VP - Solutions, Ramyam Intelligence Lab
Live: People Reading Now