Customer Experience Management for Life Science

Managing the customer experience (CX) is now established as a business practice at most companies.
It goes by many names – Customer Experience Management (CEM), Customer Feedback Management (CFM), Voice of Customer (VOC) – but the idea is the same: Listen to customers during or immediately after an experience and take appropriate action on that feedback to improve CX.

For most companies, not managing CX is akin to not having a CRM or an accounting system. In other words, it’s unheard of.

As the customer experience continues to evolve, the newest trend is creating an experience that is almost completely self-service, they want an experience that’s easy-to-use and makes their job easier. That’s why modern platforms make a specific impact on such features as requests for quotes, bulk ordering, and custom pricing, which are essential to giving customers the ultimate self-serving buying experience that will keep them re-purchasing for years to come.

Therefore, in an intensely competitive industry with rapid advances in technology, companies must keep up and evolve rapidly to meet the demands, as well as how to shift from doing digital to being digital.