Complete report is available @ http://www.reportsnreports.com/reports/291320-service-quality-management-sqm-and-telco-customer-experience-management-cem-market-by-product-type-efm-web-analytics-text-analytics-speech-analytics-provider-type-isp-tsp-msp-global-advancements-worldwide-forecasts-analysis-2014-2019-.html
The Service Quality Management (SQM) and Telco Customer Experience Management (CEM) market is segmented on the basis of types of product, channels, end users, providers, and regions. Under each region, the market has been classified based on types of channels and analytics. Traditionally, companies focused mainly on their products and not on customers. However, with the rise in competition across all verticals, companies now have a major need to maintain customer relationships apart from delivering product innovations. Customer Relationship Management (CRM) has emerged as a critical tool to focus on sales operations, sales force automation, customer analysis, and campaign management.
CRM applications provide information about “what the company knows about the customers”; therefore, it is essentially known as the “customer-centric approach.” In order to foster this relationship, organizations need to develop interactions with customers to understand their experience with products and services. CEM is the overriding concept, which changes an organization’s internally focused view to externally focused customer experience solutions.
With the arrival of the social media, CEM has extended capabilities to understand customer experiences from a variety of channels across the media. In the initial stages of CEM, the process was controlled by a single channel. New technology developments and changing views of companies have transformed the process from a single channel to multiple, and later customer-controlled channels.
