Customer experience management (CEM) is a growing part of customer relationship management, fueled by new technologies (e.g., tablets and smartphones) and the influx of social media, such as Twitter and Facebook. Glowing praise or scathing reviews are instantly viewed by millions of consumers, and companies have taken note.
This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.
Social media and other technologies that are changing CEM
Social media tools such as Twitter and Facebook have influenced customer experience management in a big way, and companies are now investing in new technologies to keep pace and maintain good customer relations. These articles detail how organizations are incorporating social tools and customer experience management best practices into their operations.
Dennis Pombriant, CEO of Stoughton, Mass.-based Beagle Research Group, believes customer experience is having a renaissance due to the use of social media. He shares his opinion on which vendors are leading the charge with new CEM technologies. Continue Reading
With all the new technology out there, such as smartphones and tablets, companies are now communicating with customers through multiple channels. To do so more easily, they are using CEM technology to create a single view of the customer. Continue Reading
Experts warn that companies need to have the technology to handle cross-channel communications without a drop in customer service quality or consistency. Multiple channels should be viewed as a single entity, not separate and unconnected. Continue Reading
Making the most of technologies and employees
Technology is important, but it's not much use without strategies on how and when to use it while managing customer relationships. This section has articles that describe how businesses are serving their customers by investing in their employees.
To retain and attract customers, businesses are employing new technologies such as touchscreens and Web analytics tools. But, according to experts, new technology means nothing without strategies in place. Continue Reading
Contact centers have been generally viewed as a last stop for customers to air their grievances, but now organizations are seeing contact centers as another way to drive business, increase customer profitability and strengthen customer relationships. Continue Reading
Analysts warn that businesses are at risk if they do not capitalize on the link between satisfied employees and happy customers. But without executive support, the strategy will come to naught. Continue Reading
Nowadays, customer service requires more than a pleasant personality and general computer knowledge. Businesses are now strategizing to strengthen customer experiences by teaching their employees collaborative, mobile, social media, problem-solving and organizational skills. Continue Reading
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Best practices for customer experience management
This section includes best practices for organizations to follow when managing the customer experience. The articles include both success stories and stumbles of businesses that employ CEM.
For customer experience management to succeed, it is imperative that the contact center and IT department improve communication and work in tandem. Collaboration is key to preventing frustration and project delays. Continue Reading
Evaluating employee performance is a catalyst for improving performance, but the metrics used to do so are sometimes outdated. Contact center metrics should be updated to relate more to customer experience management and business drives, not just tally call-handling goals. Continue Reading
Terms related to CEM
This section contains common terms associated with customer experience management.
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