Remove CEM Remove Customer Experience Management Remove Customer Focused Remove Customer Retention
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CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.);

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Whitepaper: The Five Core Pillars for Your CEM Strategy

Responsetek

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. INTRODUCTION.

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Customer Centric Decisions

ClearAction

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Customer experience management is a discipline that’s sorely needed in every industry.

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5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

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Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship ManagementCustomer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Indeed, CEM encompasses all of these practices, and more.

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Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

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Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship ManagementCustomer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Indeed, CEM encompasses all of these practices, and more.