Methodological Approach to Managing Customer Experience in the IT Services Market

Abstract

The role of the client in ensuring the competitiveness of companies is increasing. This becomes the reason for the increase of innovative activity of companies. The ability to create technology products with maximum customer value become key factor of competitiveness.

The aim of the study is to develop a methodical approach to the management of client experience in innovative companies. The methodical approach should solve the problem of loss of potential clients and retention of existing clients. Scientific novelty of research consists in formation of methodical approach, which is based on complex perception of client experience. The practical significance of the study lies in the possibility of using its results to analyze the state of management of client experience in a small company.

The article uses such research methods as data collection, information processing and analysis, method of generalization and classification and the method of definition of concepts. The key result of the study is a comprehensive methodical approach to the management of client experience. The developed approach takes into account the specifics of IT companies and the market of IT services and compensates for the shortcomings of traditional methods of management of client experience. The prospect of using customer experience management in the B2B segment is justified by the increase in the conversion rate for the analyzed period and the increase in the number of repeated sales in the object of the study (Azoft).