From retail outlet to mobile storefront, customers are increasingly engaging with companies from whatever channel best suits them at a given moment. You've got to be there, at your best, no exceptions allowed.
In a nutshell, that's why customer experience management (CXM) is so critically important today. Organizations need a systematic approach to managing customer interactions across the enterprise if they've any hope of delivering seamless experiences across multiple touch points -- increasingly in real-time and quite often with customized execution.
However, effective CXM practices remain elusive for many companies. So found a Harvard Business Review Analytic Services study of more than 400 executives. "Less than half of companies view customer experience management as a strategic priority. Most are struggling to develop clear and consistent customer experience strategies, support, processes, and metrics across their organizations," researchers noted in the SAS-sponsored report, "Lessons From the Leading Edge of Customer Experience Management."
From the study, respondents who gave their organizations a rating of 8,9, or 10 when asked how forward-looking their organizations are on CXM emerged as leaders. They're making the enterprise-level changes necessary for effective CXM and, as a result, are gaining a clear competitive advantage, the report noted.
In the infographic below, find out how comprehensive CXM initiatives pay off in a variety of improved business outcomes, learn what CXM leaders do right, and discover six steps to take toward CX leadership.