Market Research Reports Previews Customer Experience Management Market worth $6.61

Customer Experience Management Market worth $6.61 Billion by 2017

According to a new market research report, “Customer Experience Management Market &
Voice of Customer (VoC) Analytics Market - Worldwide Market Size and Forecasts (2012
– 2017)”, The total CEM and VoC Analytics market is expected to reach $6.61 billion by 2017
with a CAGR of 19.8%.
Browse 124 tables spread through 290 pages and in-depth TOC of “Customer Experience
Management Market & Voice of Customer (VOC) Analytics Market (Vs CRM, Social CRM,
Social CEM) - Advanced Technologies (Feedback Management, Web Analytics, Text
Analytics, Speech Analytics), Touch points, Adoption Trends, Best Practices & Success
Factors – Worldwide Market Size and Forecasts (2012 – 2017)”

http://www.marketsandmarkets.com/Market-Reports/customer-experience-management-cemmarket-543.html

CEM and VoC concept is getting significant traction in the technology market nowadays. This is
one of the hot topic in the market after CRM. The reason behind the market growth is that,
enterprises are going to apply customer centric approach and henceforth they have to reach all
customer touch points to understand customer feedback, behavior, and expectations and analyze
them by using CEM analytics, to derive effective insight for supporting business decisions.
CEM is a solution through which many organizations interact with their customers to understand
their experiences related to specific products and services. CEM is done through different tools
and techniques such as EFM, web analytics, text analysis, and speech analytics. It is the
revolution step to connect the organizations with their customers. CEM blends customer
satisfaction, loyalty, retention, relationship management, user experience, experiential marketing,
and customer centricity.
CEM metrics are performance indicators which help to understand how the company is adopting
different tools to accomplish customer needs. Companies rely on delighted customers to
accomplish market growth while unhappy customers defect brand names and negatively impact
business. A company that proactively plans for future growth should invest today to understand
its customer experiences. CEM, with the ability to collect VOC and measure and report customer
experience data, fills this gap effectively.
The global customer experience management market is expected to grow from $2.68 billion in
2012 to $6.61 billion by 2017, at an estimated CAGR of 19.8% between 2012 and 2017.