How do you keep up with the latest trends and innovations in CLM?

1 Monitor customer feedback

One of the best ways to learn what your customers want, need, and expect from you is to listen to their feedback. Feedback can come from various sources, such as surveys, reviews, ratings, testimonials, social media, emails, chats, calls, and more. By monitoring and analyzing customer feedback, you can identify their pain points, satisfaction levels, preferences, and opinions. You can also use feedback to measure the effectiveness of your CLM efforts, such as your loyalty programs, referral schemes, or retention campaigns. Feedback can help you spot emerging trends, gaps, or opportunities in your CLM strategy, and adjust accordingly.

2 Follow industry best practices

Another way to keep up with the latest trends and innovations in CLM is to follow industry best practices and benchmarks. You can learn from the successes and failures of other brands in your niche or sector, and see how they approach CLM. You can also look for inspiration and insights from other industries that are known for their excellence in CLM, such as hospitality, e-commerce, or entertainment. You can use industry reports, blogs, podcasts, webinars, events, or newsletters to stay updated on the latest developments and trends in CLM.

3 Experiment with new technologies

Technology plays a vital role in CLM, as it enables you to collect, store, analyze, and act on customer data. Technology also helps you create and deliver personalized and seamless experiences across multiple channels and devices. To keep up with the latest trends and innovations in CLM, you should experiment with new technologies that can enhance your CLM capabilities and outcomes. For example, you can use artificial intelligence (AI) to automate and optimize your CLM processes, such as segmentation, targeting, personalization, or recommendation. You can also use chatbots, voice assistants, or augmented reality (AR) to provide interactive and immersive customer service and support.

4 Test and optimize your CLM campaigns

Finally, to keep up with the latest trends and innovations in CLM, you should test and optimize your CLM campaigns on a regular basis. Testing and optimization can help you measure the performance and impact of your CLM initiatives, such as your email marketing, content marketing, or social media marketing. You can use tools such as A/B testing, multivariate testing, or analytics to compare different versions of your CLM campaigns and see which ones generate the best results. You can also use tools such as heatmaps, scroll maps, or click maps to understand how your customers interact with your CLM campaigns and identify areas for improvement.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?