Customer experience management strategy

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  • Social media outreach starts with strategy

    Companies don’t always do right by their customers on social media. This e-book chapter will explore how companies misuse social media -- mistaking it for a marketing vehicle -- how they should provide the proper tools to employees and how social pro...  E-Chapter

  • Improving the customer experience through technology

    Social media channels don't necessarily provide everything a business needs to know about customers. This e-book explains the potential failings of social media and how users can overcome those shortfalls.  E-Book

  • Moving Service: Staying Connected With Mobile Apps

    It’s expected for businesses to offer mobile apps that can fully integrate into their contact centers and, in turn, fuel e-commerce. This special edition of Business Information magazine will review how apps should be designed to reach custome...  E-Zine

  • Innovation, skills key to an effective customer experience strategy

    With technology rapidly changing, companies want the latest innovations that will work hand in hand with their customer experience strategy. In this issue of Customer Experience Exchange, learn about which technologies companies use and how th...  E-Zine

  • Are companies implementing customer experience management software too quickly?

    In The State of Customer Experience Management 2012 report from the Temkin Group, only 7% of the companies surveyed felt that they are “very strong” in customer experience management.  In this issue of Customer Experience Exchange, discover ho...  E-Zine

  • Tips for effective social CRM strategy

    In this issue of Customer Experience Exchange, learn how Major League Baseball uses social media to connect with fans. Plus, get tips and advice for incorporating Pinterest and social media analytics into your overall social CRM strategy.  E-Zine

  • Companies explore team building to improve customer experience

    In issue 3, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dip...  E-Zine

  • Contact center strives for strategic role

    Issue 2 highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.  E-Zine

  • How to make customer experience strategy a priority

    In this month's issue, discover how to get customer-facing groups to buy into customer experience management (CEM) and make it a priority, how employee satisfaction may or may not affect customer loyalty, and how CEM fits into a company’s overall str...  E-Zine

  • Tying loose ends to improve the customer lifecycle

    Businesses should improve the internal sharing of information to get a full view of customers, according to Ventana Research analyst Richard Snow.  Tip

  • Team building in action

    For Backcountry.com, an outdoor gear retailer that also runs several one-deal-at-a-time (ODAT) channel sites tuned to sports enthusiasts, team building in the contact center is critical to the company’s customer experience success.  Tip

  • A question of contact center metrics

    One of the best tools for reorienting the contact center to be more CEM-driven is to change up the metrics commonly used for evaluating its performance.  Tip

  • voice of the customer (VOC)

    Voice of the customer (VOC) is the perception of a customer’s needs and wants.  Definition

  • digital CRM

    Digital CRM is the use of multiple electronic communications channels and technologies to enhance customer relationship management (CRM). The digital approach to CRM is more interactive than the traditional model but also automates many interactions ...  Definition

  • entity-relationship diagram (ERD or ER diagram)

    An entity-relationship diagram is a data modeling technique that creates a graphical representation of the entities, and the relationships between entities, within an information system.  Definition

About Customer experience management strategy

Learn how to enhance brand experience and customer satisfaction through customer experience management. Help agents develop the customer service skills necessary to maintain high levels of customer retention. Improve customer engagement through online customer service, social media and other tools that assist in building a rapport and otherwise creating a conversation with the customer. Discover how to develop an effective customer relationship management strategy.

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