Top 21 Customer Experience Management Software (Jun 2024)

Customer Experience Management Buyer's Guide

Overview

Customer Experience Management (CEM) software is a category of tools and solutions designed to help businesses manage, analyze, and improve the overall customer experience. It enables companies to collect customer feedback, track customer interactions across various channels, and use data-driven insights to enhance customer satisfaction and loyalty.

Why Businesses Need It

Businesses today operate in a highly competitive landscape where customer experience plays a crucial role in attracting and retaining customers. CEM software allows companies to understand their customers better, personalize interactions, and address issues proactively, leading to increased customer loyalty, advocacy, and ultimately, higher revenue.

Main Features

Some of the main features of Customer Experience Management software include customer feedback management, sentiment analysis, customer journey mapping, omnichannel engagement, real-time analytics, and reporting, as well as integration capabilities with CRM systems and other business applications.

Main Business Processes CEM Software Can Help With

CEM software can assist businesses in improving various key processes, including:

• Collecting and analyzing customer feedback
• Mapping and optimizing customer journeys
• Personalizing customer interactions
• Measuring and improving customer satisfaction
• Identifying and addressing pain points in the customer experience
• Driving customer engagement and loyalty

Steps on How to Buy CEM Software

When buying CEM software, businesses should follow these steps:

1. Assess your business needs and objectives
2. Research CEM software vendors and their offerings
3. Request demos and evaluate the features and functionalities
4. Consider scalability, integration capabilities, and ease of use
5. Check customer reviews and ask for references
6. Negotiate pricing and terms
7. Implement the software and provide training to users
8. Monitor and measure the impact on customer experience metrics

Things to Consider

Before purchasing CEM software, businesses should consider factors such as scalability, customization options, security features, vendor reputation, customer support, and total cost of ownership (TCO).

Popular Vendors and Market Share

Some of the most popular vendors in the CEM software category include:

• Salesforce (market share: 20%)
• Adobe Experience Cloud (market share: 15%)
• SAP Customer Experience (market share: 12%)
• Medallia (market share: 10%)
• Qualtrics (market share: 8%)

Trends and Future of CEM Software

The future of CEM software lies in leveraging emerging technologies like AI, machine learning, and predictive analytics to deliver hyper-personalized customer experiences. Integration with IoT devices, chatbots, and social media platforms will also play a significant role in shaping the evolution of CEM solutions.

10 Questions to Ask CEM Software Vendors During a Demo

1. How does your software collect and analyze customer feedback?
2. Can your software integrate with our existing CRM system?
3. What kind of analytics and reporting capabilities does your software offer?
4. How does your software help in mapping and optimizing customer journeys?
5. What security measures are in place to protect customer data?
6. Does your software support omnichannel engagement with customers?
7. How easy is it to customize and scale the software according to our needs?
8. What kind of training and support options do you provide to customers?
9. Can you provide case studies or references of successful implementations?
10. What is your roadmap for future updates and enhancements to the software?

Head to head Customer Experience Management software leaders comparisons:

List of Customer Experience Management Software:

Sales Software Price Ranges

Sales software products have different pricing based on their focus features and the target audience. However, companies looking for a sales software can expect to pay between the range of $30 to $100 per user, per month. This price range covers the basic offering of most vendors; hence, premium or enterprise offerings will be significantly higher. For instance, HubSpot Marketing Automation pricing starts from $50 per user monthly, SendinBlue from $25 per user monthly, while Pardot pricing sits around $1,200—although with more robust features and more user accounts.

The prices for Sales software also depend on the size of businesses. The price ranges for each business size are as follows:

• Small Businesses can expect to pay between $15 to $25 for a sales software, plus some vendors make their low-end offerings free for tiny business sizes. For example, CleverTap, Moosend, and Bigmailer all have packages that are free for small businesses. Meanwhile, some premium Sales software for small businesses are ActiveCampaign, which starts from $15 per user per month, Campaigner from $19, and Remarkety pricing starts from $25 upwards.
• Medium Businesses can expect an average price of $50 for a sales software. Most sales software offerings for medium businesses sit around this price range, although some other products can be as high as $150 per user per month. For example, FreshMarket, Integrated Sales Portal, and SalesNexus CRM & Automation cost around $50 each— all on a per user, per month basis. Meanwhile, Bazo and GreenRope cost $70 and $150, respectively.
• Large Businesses can expect to pay prices which range from $400 to $1,500 per month for sales software, although many of the packages include 2 or more user accounts. Adding more users cost more, depending on the business’ size. For instance, Act-On pricing starts from 900 per month, Maropost costs from $500 monthly upward, and Pardot costs around $1,200 monthly.

Sales software best of breeds and their respective price ranges are as follows:

• Campaign Management Software The prices for most campaign management software in the market are set based on a per month basis, although there are others with yearly billings. However, businesses can expect to pay between the ranges of $10 to $50, $50 to $150, and $150 upwards monthly for a campaign management software. The prices are subjective to factors such as the number of user accounts, number of contacts, etc. For example, Asana costs around $11 per user monthly, PinPointe $42 per month, and Campaign Influence Analyzer $6,500 yearly for unlimited users and a number of other features.
• Brand Management Software Most Brand management software pricing comes in various volatile pricing patterns; hence, some can be bought perpetually, while others are priced on a yearly or monthly basis. Given this, companies can expect prices that fall between $500 to $3,000 for sales software billed per month and between $5,000 to $40,000 for ones billed yearly. For example, AssetBank pricing starts from around $550 per month, BEAM costs up to about 2,500 per month, and Wedia pricing sits around $12,000 per year.
• Content Sales Software Content sales software pricing usually falls between $10 to $50, depending on the tier or level of offering of each product. The prices are set on a per user, per month basis. For instance, AirTable pricing starts from $12 per user monthly, DropTrack costs from $19 per user monthly, while Topic pricing starts from $49 per user per month.
• Sales Analytics Software For sales analysis software, users can expect to pay prices that range from $10 to $50 monthly for low-end offerings. On the other hand, standard or premium fall between $200 to $800 per month. For example, AgencyAnalytics pricing is priced at $49 per month, ClickData costs about $25 per month, and Singular pricing falls around $750 monthly.
• Sales Research Software This is divided into tiers, with some considered standard and others premium. Businesses can expect prices that range from $15 to $50 on a per month basis for standard offerings on sales research software. Premium offerings cost between $200 to $700, depending on the robustness of the product’s features. For example, TypeForm costs $35 per month, Survio costs $29 monthly, and CYS pricing is around $290 monthly. There are also yearly pricing; for example, CheckMarket costs $1,000 per year, and Nifield pricing is at $2,000 per year.