HOW YOU CAN MEASURE YOUR CXM (CUSTOMER EXPERIENCE MANAGEMENT) EFFORT

OVERVIEW

customer experience management (CxM)requires companies to have a 360-degree view of customers, and this process requires a lot of effort, and where you give efforts having a track measurement of your CxM effort & output is a must, without any further delay let's jump on the key points.

Why It’s required:

To measurng the social media team SLA
To measure the team’s work distribution
To manage the KPI
To find the scope & lackings.
Agent based SLA calculation
Teamwise calculation And many more

THINGS TO CONSIDER

QUANTITATIVE MEASUREMENT- Here we get the quantitative measurement but please be noted that there always exists a qualitative measurement.

FIRST RESPONSE TIME - The first time to respond to your customer can be different depending on the industry. FTTR can be 3 minutes to 15 minutes Considering the industry.

Ex: The first time to response in a service based company or retail consumers may take 3 minutes but for a car company it may take 15 minutes.

HTTR DIFFERENCE - The process of responding to your customer and ticket closing varies according to the industry. Lead based industries where they do QMS to LMS & need to hold the tickets to nurture their lead for them the time to close the ticket may take 1 month.