Remove CEM Remove Customer Relationship Management Remove Feedback Remove Voice of Customer
article thumbnail

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.);

CEM 84
article thumbnail

How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program

PeopleMetrics

A faster and cheaper alternative that offers enduring value is to invite your customers to audit your quality system for themselves utilizing Customer Experience Management (CEM) software – a robust platform to create, distribute and analyze surveys yourself. We call this process “ closed loop feedback management.”