Research shows that top-performing companies actively engage with their customers all the time, so this is what Salesforce enables you to do.
Customer experience management covers everything from a potential client’s initial awareness of your business to their ongoing use of your company’s products or services. Positive customer engagement involves the entire company, from sales and marketing to customer retention, and everyone in-between, to engage with and understand the customers at all stages of the relationship. Customer service and complaint handling alone are re-active, and ineffective.
True customer experience management is the difference between being able to say “we know our customers” and saying “our customers love us”.
To do this successfully, you need to see customer interactions as part of an end-to-end customer journey and set benchmarks for how all your staff manage customer engagement, across your entire company.