From Customer Relationship Management (CRM) to Customer Experience Management (CXM)

Far beyond data collection, CXM is the evolution CXM is the evolution of traditional CRM. Today, it is necessary to understand what the customer needs, meet them efficiently, and ensure a unique and differentiated experience.. By adopting CXM, you can maximize public satisfaction and create an excellent relationship with them.

What is CRM and CXM?

CRM, or Customer Relationship Management, is a tool, practice, or management system used to automate and facilitate the relationship with the client, enabling the development of strategies aimed at getting to know them better and generating satisfaction and loyalty. 

CXM, or Customer Experience Management, goes beyond this, tracing the audience's possible needs, monitoring their reactions, emotions, impressions, and interactions with the brand to offer strategies with the highest level of personalization. CXM also focuses on monitoring the customer during the entire journey, not only during his interactions with the brand.

What is the difference between CRM and CXM?

CRM provides insights quantitativeusing tools to become present in the customers' day to day, focusing on operational improvements to increase sales and access

CRM can get the customer and brand relationship started, but it's not always enough to build loyalty. CXM, on the other hand, provides qualitative insights about the audience, so as to promote a complete and personalized experience, boosting brand engagement.

Why invest in CXM? 

It is not news that customer experience is extremely important for a brand's success and can be the deciding factor in whether or not the audience's loyalty is successful. After all, customers tend not to return when they have bad experiences. So how to guarantee an unforgettable experience? 

CXM is, in simplified form, an extension of CRM, or Customer Relationship Management. It can be described as the brand's relationship with the customer before he even becomes a customer, with the main goal of delivering great experiences. 

The main benefits of CXM are:

  • Customer loyalty;
  • Increase in sales; 
  • Word of mouth" marketing;
  • Brand strengthening; 
  • Cost reduction.

About Indico

Indico is a Brazilian Martech company with an experience that has reached more than 150 million customers in 9 countries, that develops solutions that combine Loyalty and Innovation creating unique connections and transforming relationships between brands and consumers

We create solutions that drive relationships and transform results. Disruptive campaigns, programs and projects that connect ideas, innovation, data and technology to engage, delight and retain customers. Data-driven, we generate insights and new opportunities, evolving the customer experience with the brand. 

Contact us and get to know the Indico way of revolutionizing the relationship with the customer.