How CIAM Tools Enable Customer Lifecycle Management
From the moment a user registers until the profile is closed, CIAM tools play an integral role in managing customer lifecycles.
CIAM tools greatly simplify user registrations through low friction sign up processes. This improves customer convenience and can increase conversion rates.
Self-service profile management
Self-service portals are a hallmark of many CIAM tools. This empowers the customer, helping keep data accurate, reducing the burden on support teams, and ensures data consent is properly managed.
Customer retention and engagement
CIAM tools are excellent for creating personalized experiences for users, which increases user engagement with an organization. Additionally, features like single sign-on and passwordless login help reduce friction in the user experience, which grows customer loyalty.
Once a user decides to stop using a service, CIAM tools efficiently manage the offboarding process. This ensures that user data is managed with respect to user preferences as well as meeting regulatory and compliance requirements.
How CIAM Self-service Portals Enhance Customer Experience
The self-service features of CIAM tools provide users with more control of their data, helping to enhance experiences and grow loyalty. Here are several ways they enhance the customer experience:
Self-service portals allow users to manage their account and update data and preferences on their own time – empowering the user without having to call support.
More transparency and trust
When a user can log in to view and manage their personal data directly it builds trust which increases loyalty.
By allowing a user to self-update their preferences, organizations can provide more tailored experiences. This helps users feel more valued as the organization can demonstrate they understand the user’s specific needs and interests.
Better client support
With the self-service capabilities, users can manage smaller service requirements directly in the portal, circumventing the need to call support for minor changes. Furthermore, when users do have to contact support, their unified data profile enables faster and more accurate responses.
Self-service features usually include options for consent management. This gives the user power over their data, not only helping with regulation and compliance requirements but enhancing customer trust.
CIAM Customer Data Management programs enables orto leverage account registration/user on-boarding, user authentication, user activity, user self-service updtes, and systems integrations to be utilized in was to enhance the overall customer experience while improving customer lifecycle management.
Nabeel Nizar, MajorKey EVP Advisory Consulting & PreSales