SQM is a tool used for comparing expectations with the performance of the product and service. Improved service quality increases the ranking of an organization and helps sustain in the competitive market. CEM is a management tool used to get insights about the customers, which helps organizations take right decisions with respect to their business. It tries to understand multiple aspects of the customer through touch points. Effective utilization of CEM helps enterprises in improving customer satisfaction and increasing brand loyalty. Companies need to manage customer experience effectively and ensure that they attain the maximum level of customer satisfaction to sustain the competition in this challenging business environment.
Customers are promoters of brands. Good SQM and CEM enable businesses to find out their followers and users, offer them loyalty and promotional rewards, and thus make them promoters of the brand. If an organization achieves the best SQM and CEM, then its customers will become promoters and its net promoter score card, which is one of the indicators of sustainable growth rate of a company, will be positive. The net promoter score is based on customer feedback and shows whether customers are satisfied or not with an organization’s product or service. When an organization employs SQM and CEM tools and techniques for continuous communication and feedback to solve customer issues and problems, it will positively impact customer feedback and ultimately drive sustainable growth in the service quality management market.
The key players covered in this study
Market segment by Type, the product can be split into
Market segment by Application, split into
Small and Medium Businesses
The study objectives of this report are:
To analyze global SQM and CEM status, future forecast, growth opportunity, key market and key players.
To present the SQM and CEM development in United States, Europe and China.
To strategically profile the key players and comprehensively analyze their development plan and strategies.
To define, describe and forecast the market by product type, market and key regions.
Irfan Tamboli (Head of Sales) – Market Insights Reports
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