What To Look For In A Customer Experience Management Platform

It’s no secret that a customer experience management platform is the key to unlocking higher levels of engagement and loyalty with your customers. But as companies grow, keeping pace with all the technology you need to provide a seamless experience across all channels can be hard.

The good news is that plenty of tools are available to help you manage your customer experience. You need to find the right voice for the customer tools. To help, we’ve compiled a list of the top features you should look for in a CEM platform.


 Your customers shouldn’t have to wait on hold or go through a lengthy process to get the answers they need. They should be able to find the information they need and take action independently. A self-service portal is an important tool for providing a personalized customer experience. A good CEM platform will allow you to build custom portals with rich content and advanced functionality like online forms, knowledge bases, FAQs, and more. 

Quick and easy onboarding

A CEM platform should be able to quickly and easily onboard new customers. That includes the ability for users to set up accounts, connect existing data sources, create segments, and start sending messages. A good CEM platform should also integrate easily with existing data sources. That can make it easier for your company to onboard new customers and keep track of them after they join.

A good customer experience management platform should be able to automate your customer engagement strategies. That means being able to send out automated messages at the right time based on what your customer is doing or needs. It also means you can segment customers into different groups and send them unique messages based on those groupings. 

Customer feedback features

Customer feedback can help you understand what they like about your company and what they don’t. It also allows you to improve your marketing efforts in real-time and avoid future missteps based on past mistakes. That can be especially useful to improve your customer service and satisfaction ratings.

Measuring your marketing efforts’ success is another important feature of a CRM platform. That means being able to track everything that’s happening with your customers. You want to measure everything from how many sales you’re making and what products are most popular to which marketing campaigns are working and which aren’t. It would help if you also could track customer engagement rates, loyalty rates and other metrics that show how your customers feel about their experience with your company.

Customizable app store

The ability to customize your CRM app is another important feature to look for in a CRM software platform. Some CRMs are more flexible, but you need to customize them to fit your business model and workflow. That means being able to add fields, tabs and other features that allow you to organize data in a way that makes sense for your company.

When you choose a CRM solution, you want one that allows you to access your data from anywhere. That is important because it allows you to monitor and manage your contacts, leads and other information even when you’re not in the office. 

Automated, targeted campaigns

There are other important features that you should look for in CRM software. Automated campaigns allow you to create and send customized emails, texts or other messages based on specific criteria such as the time of day, day of week and more. That can help increase your sales by ensuring that customers hear from your company when they’re most likely to respond.

Good CRM software will help you improve your customer service. It can give you access to important information, such as previous orders or complaints, which allows you to send out personalized messages that solve problems quickly. That can save time and money because customers will have fewer issues with your company overall. 

Multi-channel content management and delivery

The best CRM software will help you deliver the right message at the right time and place. You can use it to create and send out emails, SMS messages, social media posts and more. That helps your company reach customers in various ways instead of relying on just one channel.

That is especially important in the age of digital marketing, where customers expect to be reached by companies in many different ways. A CRM system will allow you to send relevant messages to customers and provide them with the information they want when they need it most. 

Ecommerce integration

The best CRM software will integrate with your ecommerce platform. That allows you to import customer data from your store into the CRM system and vice versa. That makes it easier for you to reach out to customers who have purchased a product or service from you in the past.

That is important because it lets you keep your marketing and sales teams in sync. By importing a customer’s data into the CRM system, you can easily see what products or services they have purchased in the past. That makes it easier for you to provide them with relevant content that is relevant to them. 

Real-time analytics and reporting

That allows you to see how your campaigns are performing in real time. That can be extremely useful for businesses that want to track the success of their marketing efforts and make adjustments as needed. You can also use this feature to see what content your customers are engaging with, which can help you better target them in the future. 

That allows you to track leads based on how likely they are to become customers. You can then use this information to prioritize which leads should be contacted first. 


That is not to say that you should prioritize every feature listed here. Some may be more important than others to your business. The key takeaway is to remember that there are a lot of features available, and before you make a final decision on which customer experience management platform to choose, make sure you’ve considered all the features listed in this article. Good luck!  


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