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CRM vs CEM: Where should you put the money?

CloudCherry

Customer Experience Management (CEM). In fact, many businesses still confuse the two, often questioning the importance of CEM when they already use CRM software to capture and analyze customer info. What is CEM? Why is a Customer Experience Management (CEM) platform important? What should you invest in—CRM or CEM?

CEM 281
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Takeaways from CEM Asia 2018: Quantifying the Impact of CX

CloudCherry

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? At Pizza Hut, they’ve long known that speed and taste were big drivers of customer loyalty (“I’ve yet to meet a hot pizza I didn’t like” states Vipul).

CEM 170
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Takeaways from CEM Asia 2018: Quantifying the Impact of CX

CloudCherry

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? At Pizza Hut, they’ve long known that speed and taste were big drivers of customer loyalty (“I’ve yet to meet a hot pizza I didn’t like” states Vipul).

CEM 150
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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?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. System Harmony.

CEM 84
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Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

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Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns. Increased sales.

ROI 256
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Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns. Increased sales.

ROI 225