Customer experience management and customer communication management:
If we look at the progress, not only technological but also “cultural” in recent years (where culture means the system of corporate values and behaviors), the real leap in quality in customer experience management has been achieved thanks to the adoption of customer communication management tools . The functions enabled by a CCM, in fact, allow us to overcome the broadcasting typical of traditional communication and to develop omnichannel , interactive and personalized communication , obtaining a level of engagement that was previously unattainable, through the individual involvement of all recipients of the message.
A CCM, which can be conceived as both a strategy and a tool, integrates portugal whatsapp resource on the same platform a series of interactive applications that allow the creation, archiving, retrieval and distribution of all communications that occur between a company and its customers, its leads, its commercial partners .
Today, the most innovative marketing strategies not only combine one-to-many communication with a plurality of two-way digital channels but also tend to build a real conversation space, structurally dialogic, in which the voice of users resonates distinctly and cannot be ignored (under penalty of discrediting the brand's reputation). The advantages of using a CCM are varied: from increased sales to reduced costs , from greater customer loyalty to a better ability to identify their pain points to rapid problem solving capacity .