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Treat customers well, but stay profitable
This excerpt from The Customer Experience Edge examines the four essentials of customer experience management, why customer engagement is important and how to put them into action. Book Excerpt
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The top 10 customer experience questions
Read our list of the top ten customer experience questions from expert Lior Arussy. Learn about customer experience mapping, the chief customer officer position and more. FAQ
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Customer experience management: Top five headlines
In an attempt to build customer satisfaction and brand loyalty, many companies have turned their attention to the customer experience. We've gathered our most popular headlines on customer experience management (CEM) to get you up to date on the late... Special Report
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As social media expands, companies need to center social CRM plans
With social CRM gaining popularity, companies need to identify their audiences are and what social media sites and technology they use, analysts say. News | 09 Feb 2012
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Is the content industry focusing on the customer?
A blog post has columnist Denis Pombriant pondering the future of the content industry and whether it is focusing too much on products. Column | 24 Jan 2012
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Speech analytics is worth the pain
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business. Column | 23 Jan 2012
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Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback. News | 10 Jan 2012
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Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News | 05 Jan 2012
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Planning and allocating resources for customer experience management
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation? News | 03 Jan 2012
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Analysts predict social, mobile CRM as main trends for 2012
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012. News | 28 Dec 2011
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Customer experience management must be built on trust, SAP exec says
Today’s companies have a range of tools and technology they can use to create a sense of trust with their customers, according to a new book on customer experience management (CEM). Q&A | 27 Dec 2011
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Social, acquisitions, CEM topped CRM news in 2011
In 2011, CRM professionals were faced with acquisitive vendors, a social tidal wave, a push for mobile computing and the never-ending demands for better, faster customer management systems. News | 22 Dec 2011
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Customer experience analytics: Separating hype from fact
SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications. Column | 29 Nov 2011
- See More: News on Customer experience management
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Treat CEM as core task, not add-on
Make customer experience management a central piece of corporate strategy instead of treating it like an optional plan. Answer
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Significant differences between customer experience management (CEM) and CRM
CRM is how a customer looks to a company, while CEM is really how the company looks to the customer, according to Martha Rogers. Learn more in this tip. Ask the Expert
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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. Word
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As social media expands, companies need to center social CRM plans
With social CRM gaining popularity, companies need to identify their audiences are and what social media sites and technology they use, analysts say. News
-
Is the content industry focusing on the customer?
A blog post has columnist Denis Pombriant pondering the future of the content industry and whether it is focusing too much on products. Column
-
Speech analytics is worth the pain
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business. Column
-
Treat customers well, but stay profitable
This excerpt from The Customer Experience Edge examines the four essentials of customer experience management, why customer engagement is important and how to put them into action. Book Excerpt
-
Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback. News
-
Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News
-
Planning and allocating resources for customer experience management
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation? News
-
Analysts predict social, mobile CRM as main trends for 2012
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012. News
-
Customer experience management must be built on trust, SAP exec says
Today’s companies have a range of tools and technology they can use to create a sense of trust with their customers, according to a new book on customer experience management (CEM). Q&A
-
Social, acquisitions, CEM topped CRM news in 2011
In 2011, CRM professionals were faced with acquisitive vendors, a social tidal wave, a push for mobile computing and the never-ending demands for better, faster customer management systems. News
- See More: All on Customer experience management
About Customer experience management
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.