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More companies join CEM choir but still lack maestros
This article is part of the Customer Experience Exchange issue of September 2012, Vol. 1, Issue 6
Does your organization have a chief customer officer? If not, you’ll most likely want one in the coming months, especially if your company is in a high-touch industry like finance or professional services. There are about 100,000 customer experience management (CEM) professionals in North America, according to Bruce Temkin, managing partner of the Temkin Group, a Newton, Mass., consulting firm that specializes in the burgeoning customer experience field. Hail to the chief What is a chief customer officer, and where does a professional like this come from? In most cases, chief customer officers are cultivated inside the company, experts say. In a survey of 200-plus large businesses, the Temkin Group found only 7% of companies are truly customer-centric, while most are trying to move toward that goal. Nearly six out of 10 have a senior executive leading customer experience efforts, and the average number of customer experience employees per company is seven. Bruce Temkin, CEO of the Newton, Mass., consultancy, said customer ...
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Features in this issue
The contact center and IT are often worlds apart, and the customer experience suffers as a result. But industry observers say a few simple principles can change all that.
Getting a full view of customers and anticipating their needs will create a winning CEM strategy, according to executives and experts.
Treating patrons like assets and aligning company priorities is touted as a winning customer experience management strategy.