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Customer Experience Management
To apply CEM Method in Shanghai SECCO
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In today's global marketplace, businesses face the challenge to create long term relationship with customers. There is little wonder companies have such difficulty attracting and retaining today's empowered, demanding and media-savvy ... Full
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The Experience of Communicating
Voice of the Customer
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Humans have an innate need to communicate. From our first cry to our last, dying breath, we struggle to reach out to others and express ourselves. We want to share our opinions, offer our insights, seek help and advice... Full
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VOC and CEM
The dictionary defines 'to listen' as 'to give attention'.
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In my previous G-CEM article, I wrote of the importance of the 'Voice of the Customer'(VOC) and how embedding VOC in all aspects of a business is a critical success factor in effective Customer Experience Management... Full
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Make CRM Come "Alive" Through Enhancing Your Strategy (2)
A Chinese Perspective
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The purpose of analytical CRM is to ?explore and understand customer needs?. Unfortunately, analytical CRM is usually implemented on the precondition that it will ?assist you in selling other products/services to current customers?...... Full
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Experiencing the Customer Experience
Listening to, Learning from and Acting on the Voice of the Customer
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There's a new three letter acronym making the rounds out there - and it's already getting on my nerves. The acronym? CEM. The term? Customer Experience Management... Full
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CRM Vision
The Key To Successful CRM Solution Implementations
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In today?s business environment it is becoming increasingly difficult to convince companies to initiate large-scale CRM implementation projects. Companies demand business cases and proven ROI before any budget commitment. But...... Full
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Let Your Customer Manage Your Company CEM
The Power of Marcom
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Seeing a traveler walking down the road, they decided to settle the issue by trying to make the traveler take off his coat. The wind went first, but the harder the wind blew, the more closely the traveler wrapped his coat around him... Full
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Marcom Touchpoints
Are They Measurable?
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What a prophetic set of thoughts these have proved to be, especially in relation to marketing communications. So let us home in on "advertising" - what appears to be happening and how leading companies are using the challenges to better engage... Full
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CEM Methodology
An Irony Not Lost on Your Lost Customers
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There is a complete irony in the actual meaning of CEM. It means Customer Experience Management. The irony is that, if you as a practitioner of CEM, actually try to create a methodology that allows you to "manage" customer experiences... Full
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Customer Experience Capability Management
A Roadmap to Form Your Own Model
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Putting Customer Experience into Google generates 132 million hits in just 0.29 seconds! Everyone it seems is talking about the customer experience. However I suspect all those who talk about the customer experience wouldn't agree... Full
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Exposing the Real Customer Experience via Ethnographic Videography
A Different Way to Examine Customer Experience
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To have a great customer experience is a "no-brainer" for most of us. However, figuring out what needs changing is another matter all together. In general the customer experience field has sprung out of the failures of... Full
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The Essential Contact Center
Delivering a World-Class Customer Experience
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Customer Relationship Management (CRM) is an enterprise business strategy designed to improve corporate profitability by building and maintaining better relationships with customers. The fundamental principles behind CRM remain... Full
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The Contact Center
The Voice of the Business, the Heart of the Business
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Business Week named the "Customer Service Elite" in March 2007 and the most interesting news was the stumble of Jet Blue, which had earned 4th place in the ranking until the ice storm which caused it to cancel more than 1000 flights... Full
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Customer Experience in The Call Center
A Fantasy Notion or An Achievable Reality?
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Having witnessed hundreds of call centers in 17 years in the industry, I get great joy from seeing the fantastic success stories. I am truly saddened, however, by the fact that call centers and contact centers are often the prime... Full
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Welcome To The PRM Era
Interview With ChannelWave Software, Inc.
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Is Partner Relationship Management (PRM) for real? How does it fit into your organization?s overall CRM strategy as well as your channels strategy? Chris Heidelberger, president and CEO of ChannelWave Software, Inc. discusses...... Full
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