In this article we explain the difference between a customer engagement management (CEM) platform vs a customer relationship management (CRM) platform.
Two key tools to improve customer experience in modern businesses are customer engagement management (CEM) platforms and customer relationship management (CRM) systems. Both technologies are used in a contact centre environment.
While these terms might seem interchangeable at first glance, a closer examination reveals distinct differences in their functionalities and purposes – as explained here:
Customer Engagement Management (CEM) Platforms
A customer engagement management (CEM) platform is a comprehensive solution designed to holistically manage and enhance customer interactions across multiple channels and touchpoints.
It encompasses a wide array of tools and technologies that empower businesses to deliver personalized and contextually relevant experiences to their customers.
A CEM typically incorporates:
Omnichannel Communication
A CEM platform enables seamless interactions across various channels, such as social media, email, chat, SMS, and more. It centralizes these interactions, ensuring that customers receive consistent experiences regardless of the channel they choose.
Data Integration and Analysis
A CEM gathers data from multiple sources, such as CRM systems, marketing automation platforms, and customer behaviour analytics. It then uses advanced analytics to derive insights, enabling businesses to better understand customer preferences and behaviours.
Personalization
By leveraging data and analytics, a CEM platform tailors interactions to individual customer preferences and behaviours. This personalization enhances customer satisfaction and engagement.
Automation
CEMs often incorporate automation to streamline repetitive tasks, ensuring timely responses and reducing the manual workload for customer service teams.
Campaign Management
A CEM platform allows businesses to design and execute targeted marketing campaigns based on customer insights, leading to higher engagement rates and more effective marketing efforts.
Further reading on CEMs can be found here:
Customer Relationship Management (CRM) Systems
A customer relationship management (CRM) system, on the other hand, primarily serves as a customer database that centralizes customer information, interactions, and sales processes.
While it also plays a pivotal role in enhancing customer relationships, its scope is narrower than that of a CEM.
Key features of a CRM include:
Contact Management
CRM systems centralize customer data, including contact details, communication history, and purchase behaviour, providing a comprehensive view of each customer.
Customer Support
Many CRMs include customer support functionalities, allowing businesses to log and manage customer enquiries and support tickets.
Sales Automation
CRMs help track leads, manage sales pipelines, and automate tasks related to sales processes, enhancing efficiency and revenue generation.
Analytics and Reporting
CRMs offer basic reporting features to analyse sales and customer data, aiding businesses in making informed decisions.
Further reading on CRMs can be found here:
The Key Difference Between a CEM and CRM
The main difference between a CEM platform and a CRM system lies in their scope and purpose.
While both aim to bolster customer relationships, a CEM focuses on nurturing engagement and interactions across various touchpoints, ensuring personalized experiences and fostering loyalty.
A CRM, on the other hand, primarily serves as a centralized customer database, managing customer data, sales processes, and customer support interactions.
In essence, a CEM is a more comprehensive solution that incorporates CRM features within a broader framework of omnichannel engagement, personalization, and data-driven insights.
It bridges the gap between customer data and actionable strategies for delivering exceptional experiences.
In a rapidly evolving business landscape where customer expectations are continually rising, investing in tools that facilitate strong customer relationships is crucial.
Whether through a CEM platform, a CRM system, or a combination of both, the goal remains the same: cultivating lasting connections that drive growth and success.
Author: Jonty Pearce
Reviewed by: Megan Jones
Published On: 25th Aug 2023 - Last modified: 25th Oct 2023
Read more about - Technology, Customer Engagement, Customer Relationship Management (CRM)
