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Podcast" loading="lazy" width="77" height="20" decoding="async" data-nimg="1" class=" mr-1 sm:mr-[25px]" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fassets%2Fsparrowcast%2Fgoogle-podcasts-sparrowcast-by-surveysparrow.png&w=96&q=75 1x, /_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fassets%2Fsparrowcast%2Fgoogle-podcasts-sparrowcast-by-surveysparrow.png&w=256&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fassets%2Fsparrowcast%2Fgoogle-podcasts-sparrowcast-by-surveysparrow.png&w=256&q=75"/></a></div></div><div class="w-full self-start px-4 max-lg:mt-[50px] max-lg:w-4/5 max-md:w-[95%] max-md:px-0 lg:basis-1/2"><h1 class="mb-5 text-[32px] font-normal leading-9 text-[#f2f2f2]">Customer Management & its Importance</h1><table class="mb-[30px] mt-[25px] font-normal"><tbody><tr><td class="min-w-[90px] py-[7px] pr-3 text-[#c4c4c4]">Genre</td><td class="value"> <a class=" min-w-[90px] py-[7px] pr-3 text-primary transition-all duration-500 ease-in-out" href="https://surveysparrow.com/sparrowcast#category-4">Learning Centre</a></td></tr><tr><td class="min-w-[90px] py-[7px] pr-3 text-[#c4c4c4]">Duration</td><td class=" min-w-[90px] py-[7px] pr-3 text-primary">3 mins</td></tr></tbody></table></div></div></div></section></div><section class="py-[90px] text-[#f2f2f2]"><div class="container"><div class="row flex flex-col [@media(min-width:1200px)]:flex-row"><div class=" [@media(min-width:1200px)]:w-full lg:px-7 "><h2 class="!mb-7 text-[32px] font-normal leading-9 !text-primary ">Takeaways</h2><div class="prose-headings:mb-6 prose-headings:mt-8 prose-headings:text-2xl prose-headings:font-normal prose-headings:leading-tight prose-headings:text-white prose-p:min-w-full prose-p:text-base prose-p:font-normal prose-p:text-[#f2f2f2] prose-a:text-primary prose-a:no-underline"><p><span style="font-weight:400">The boom of the internet has led us all into the age of information and we’re living in a data-driven world. Everything is accessible to everyone and a customer can easily compare between brands, products, and services in a click, and choose the one that suits them the best. </span></p><p><span style="font-weight:400">To put it into a clearer perspective, the world population has reached almost 8 billion, and this increasingly connected world makes it possible to see a potential customer in every single one of them. </span></p><p><span style="font-weight:400">At a time when 90% of CEOs believe their customers have the greatest impact on business, customer management ought to be important. </span><a href="https://surveysparrow.com/customer-experience-management-cem-cxm/"><span style="font-weight:400">Customer Experience Management</span></a><span style="font-weight:400"> aims at customer centricity, considering their needs and ensuring their happiness. Sounds difficult? With the right tools and effort, customer management can be accomplished.</span></p><p><a href="https://surveysparrow.com/customer-experience-management-software/"><span style="font-weight:400">Customer Experience Management software</span></a><span style="font-weight:400"> helps businesses identify, monitor, manage and refine the experiences of each customer, throughout their journey. Customer interactions spread across every touchpoint are collected and analyzed, providing relevant insights. </span></p><h3>The Right Experience Management Tool</h3><p><span style="font-weight:400">But how does one analyze the efficiency of the experience management tool? The right tool helps businesses spur action based on the data collected. The software triggers various actions based on the responses collected – </span><a href="https://surveysparrow.com/features/custom-workflows/"><span style="font-weight:400">custom workflows</span></a><span style="font-weight:400">, automated ticketing, reputation management, and more. Having access to an executive dashboard helps you visually analyze multiple data on a single page. A customer experience management platform brings together all real-time data pertaining to customer interactions under one roof.</span></p><h3>End-to-End CX Platform Vs. Survey Tool</h3><p><span style="font-weight:400">This is where an end-to-end experience platform proves useful in comparison to a normal survey tool. With an end-to-end CX platform, you enjoy a hassle-free experience adding to the ease of use. Such a platform extends your functionalities with fewer resources and a superior pricing strategy. From sending surveys to acting upon the data collected, everything is managed by a single system, whereas a survey tool will make you run in-between different tools.</span></p><p><span style="font-weight:400">Customer management when done right, helps you increase customer loyalty, & thereby your repeat purchase rate, which in turn, implies revenue growth.</span></p><p> </p><p> </p><p> </p></div></div><div class="[@media(min-width:1200px)]:w-[41.6%]"><div class="flex flex-row items-center max-md:flex-col max-md:text-center md:items-start"><div></div></div></div></div></div></section><section><div class="container"><h4 class="mb-4 text-2xl font-normal text-[#f2f2f2] md:text-[28px]">Customers also watched</h4><div class="flex w-full flex-col gap-x-4 pb-[1.85rem] max-md:gap-y-7 md:flex-row"><a href="/sparrowcast/maranda-ann" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to Start your NPS Program" title="How to Start your NPS Program" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmaranda-ann-2.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmaranda-ann-2.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmaranda-ann-2.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to Start your NPS Program</h6><p class="text-base font-normal leading-5 text-white">Maranda Ann</p><p class="text-xs leading-4">Vice President Customer Success, Swiftly, Inc.</p></div></a><a href="/sparrowcast/how-to-improve-cx-program-efficiency" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to Improve the Efficiency of Your CX Program" title="How to Improve the Efficiency of Your CX Program" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fstacy-justino.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fstacy-justino.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fstacy-justino.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to Improve the Efficiency of Your CX Program</h6><p class="text-base font-normal leading-5 text-white">Stacy Justino</p><p class="text-xs leading-4">Director of Customer Happiness, Wistia</p></div></a><a href="/sparrowcast/why-customer-centricity-is-important-anika-tannebaum" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Importance of Customer Centricity" title="Importance of Customer Centricity" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fanika-tannebaum.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fanika-tannebaum.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fanika-tannebaum.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Importance of Customer Centricity</h6><p class="text-base font-normal leading-5 text-white">Anika Tannebaum</p><p class="text-xs leading-4">Customer Centricity & Leadership 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Sounds difficult? With the right tools and effort, customer management can be accomplished.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003ca href=\"https://surveysparrow.com/customer-experience-management-software/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience Management software\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e helps businesses identify, monitor, manage and refine the experiences of each customer, throughout their journey. Customer interactions spread across every touchpoint are collected and analyzed, providing relevant insights.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Right Experience Management Tool\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBut how does one analyze the efficiency of the experience management tool? The right tool helps businesses spur action based on the data collected. 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Such a platform extends your functionalities with fewer resources and a superior pricing strategy. From sending surveys to acting upon the data collected, everything is managed by a single system, whereas a survey tool will make you run in-between different tools.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer management when done right, helps you increase customer loyalty, \u0026amp; thereby your repeat purchase rate, which in turn, implies revenue growth.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"23:T9a2,"])</script><script>self.__next_f.push([1,"\u003cp\u003e‘Acquisition may get the ball rolling, but retention is where big money is.’\u003c/p\u003e\u003cp\u003eDeveloped in 2003 by Bain \u0026amp; Company, the Net Promoter Score is often considered as the gold standard CX metric. A single NPS question lets you measure, track, and analyze customer perceptions about your brand.\u003c/p\u003e\u003cp\u003e“On a scale of 0-10, how likely are you to recommend us to your friends \u0026amp; family?”\u003c/p\u003e\u003cp\u003eIn recent studies like Global Trust in Advertising Report, almost 83% of the participants stated that they trust recommendations made by their friends or family over any other forms. This underlines how significant designing an NPS program for your brand is. A robust process to track, analyze, and implement changes in your existing customer experience program will transform you into an NPS leader.\u003c/p\u003e\u003ch3\u003eHave a Plan \u0026amp; See it Through\u003c/h3\u003e\u003cp\u003eWhen you run an NPS program, you will be investing a substantial amount of resources. It would only make sense to have a well-defined plan in place. Break down your targets into feasible goals by keeping them SMART, ie. Specific, Measurable, Achievable, Realistic, and Time-Bound. This helps your company be focused and stick to the plan.\u003c/p\u003e\u003ch3\u003eIdentify the Right Audience\u003c/h3\u003e\u003cp\u003eChoosing the right tool can make or break your survey. Randomly sending surveys to all your customers is going to gain you completely unreliable data. Segmenting the audience lets you monitor, compare, and track your NPS score based on different demographics across different areas of your organization.\u003c/p\u003e\u003ch3\u003eChoose the Right Tool\u003c/h3\u003e\u003cp\u003eAutomating the entire NPS program will save your time, effort, and other resources. Having a dedicated NPS platform lets you analyze and forecast trends, hassle-free. Having a spreadsheet to track and calculate your NPS score is not scalable in the long run.\u003c/p\u003e\u003ch3\u003eCreate Short, Crisp Surveys\u003c/h3\u003e\u003cp\u003eLong surveys put off respondents from even attempting them. Avoid half-filled or abandoned surveys by keeping it specific and to the point. Minimize the number of questions and make it a point to stay away from vague or multi-branched questions completely.\u003c/p\u003e\u003ch3\u003eAlways Close the Loop\u003c/h3\u003e\u003cp\u003eEvery response from your customer holds the possibility for further conversation. Seeking out customer feedback at all key touchpoints lets you listen to your customers. Responding in a direct and personal way demonstrates that you do care about the survey outcomes.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"24:T9ec,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer is king, they say. But how many brands step in and proactively focus on improving their customer experience? Research shows that investing in \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/customer-experience/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e (CX) initiatives has the potential to double the revenue of a business within 36 months.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eFret not. Here are some amazing ideas to help you improve the efficiency of your CX program, effortlessly!\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eTake Risks, Push Hard\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eIf you are confident enough of your product and its services, don’t be afraid to take risks. Chances are they work out and lead to new and unexplored capabilities, which will work wonders for your CX management initiatives. The more you make your customers happy, the more they will spend on your product.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Big Picture Matters\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBeing curious and aware of the big picture will help you plan the long-term strategies better. Making short-term decisions to stay safe is pretty easy. Staying focused on the long-term goals is vital to ensure the greater success of your team and thereby your customers.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Employee-Customer Connection\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThere is nothing like employees who understand their customers. \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/blog/learning-more-about-your-customers-4-tactics-you-must-try/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eKnowing their customer\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003es’ needs will help employees bring out the best when it comes to ideas and solutions to \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/blog/customer-experience-strategy/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eimprove customer experience\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e. Knowing how you fare in CSAT helps with better decision-making.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBe Solution-Driven\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eHave an open mind about out-of-the-box thinking. Don’t be afraid to explore further options as you go about finding solutions. However scary it may seem, taking that step forward will help you succeed in the long run.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eMore than two-thirds of companies now compete primarily on the basis of customer experience. Are you ready for that competition? Invest in your customer today!\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"25:T6c4,"])</script><script>self.__next_f.push([1,"\u003cp\u003e“The probability of selling to an existing happy customer is around 14 times higher than the probability of selling to a new customer.”\u003c/p\u003e\u003cp\u003e“62% of consumers have stopped doing business with a brand or business due to a bad customer service experience.”\u003c/p\u003e\u003cp\u003eThese are some alarming statistics that tell you how significant the shift towards customer-centricity can be for your business. And it’s more than saying you put your customers first. It’s an approach, a mindset that prioritizes delivering exceptional customer experiences before \u0026amp; after-sales.\u003c/p\u003e\u003ch3\u003eCustomers at the Heart of Everything\u003c/h3\u003e\u003cp\u003eCustomer centricity is something that has to be integrated into the very core of the company. Train your team to stop thinking in terms of numbers \u0026amp; start focusing on exceptional customer service. This also means adopting policies, processes \u0026amp; systems that make it real for your employees.\u003c/p\u003e\u003ch3\u003eUnderstanding Customer Demands\u003c/h3\u003e\u003cp\u003eA customer stays loyal to the business that provides the best customer experience. The most important question you have to ask yourself: What makes my customers happy? How can I meet their needs? The insights you gain from the answer will help you formulate better strategies \u0026amp; business decisions.\u003c/p\u003e\u003ch3\u003eAdopting the Customer-Centric Culture\u003c/h3\u003e\u003cp\u003eHaving the end-user as the focus for every business decision is not as easy as it sounds. From customer acquisition to transactions to after-sales service, customer centricity transcends across the entire customer journey. This would mean that every employee in the organization empathizes with the customer \u0026amp; works towards delivering the best possible experience for them.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"b:[\"$\",\"div\",null,{\"className\":\"font-inter bg-[#171c23] __variable_2c3b51 __variable_d7204a\",\"children\":[[\"$\",\"$L21\",null,{\"innerData\":{\"title\":\"Customer Management \u0026 its Importance\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/customer-management.png\",\"hostName\":\"\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-4\",\"duration\":\"3 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/OTMwYzAzMzgtMDJmYi00OGJkLTkwNDEtY2FjMTc5MjJiMGY0?sa=X\u0026ved=0CAUQkfYCahcKEwjg7c7BrIrxAhUAAAAAHQAAAAAQAQ\",\"soundCloudLink\":null,\"spotify\":\"https://open.spotify.com/episode/6Tthj9kKHvCMVU72lmtwfE?si=s-5yGY_dTj2bOn6lMrSSiw\u0026dl_branch=1\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/what-is-customer-management-why-it-is-important-surveysparrow/id1475382367?i=1000523068841\",\"oldHostImageUrl\":\"\",\"youtubeVideoId\":\"Zh-BINiM9Rc\",\"slug\":\"importance-of-customer-management\",\"takeaways\":\"$22\",\"hostDescription\":null,\"Featured\":true,\"genre\":\"Learning Centre\",\"hostDesignation\":\"\",\"featuredOrder\":9,\"createdAt\":\"2023-07-13T11:01:39.487Z\",\"updatedAt\":\"2023-07-13T11:01:41.531Z\",\"publishedAt\":\"2021-06-09T10:40:00.000Z\",\"takeawaysV2\":null,\"hostDescriptionV2\":null,\"relatedVideos\":{\"data\":[{\"id\":19,\"attributes\":{\"title\":\"How to Start your NPS Program\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/maranda-ann-2.png\",\"hostName\":\"Maranda Ann\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"8 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/OGY4OWIwYmMtZmQzYS00MzY3LWY5ZWUtZmM0MGE5MjkzY2Jh\",\"soundCloudLink\":\"https://soundcloud.com/surveysparrow/how-to-start-your-nps-program-sparrowcast-with-maranda-ann\",\"spotify\":\"https://open.spotify.com/episode/3pVnY2A5yk4v4crTqmuPx7\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/how-to-start-your-nps-program-sparrowcast-with-maranda-ann/id1475382367?i=1000448534057\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2019/09/Maranda-2.jpg\",\"youtubeVideoId\":\"hffMc4WAWyQ\",\"slug\":\"maranda-ann\",\"takeaways\":\"$23\",\"hostDescription\":\"Senior Vice President - Customer Success \u0026amp; People Operations, Swiftly, Inc. \u003cbr\u003e\u003cbr\u003e\\nWith over 20 years of experience in both working and designing the best customer-facing groups, Maranda Ann Dziekonski is truly a customer-facing operations leader. 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