Customer satisfaction as a business concept has been around for more than 20 years — but customer experience management (CEM) has only been discussed over the past several years. So it’s no wonder that CEM is often equated with earlier concepts. The articles listed below can be instrumental in clarifying customer experience as a unique set of truths, essential for…Continue
Posted on July 29, 2014 at 6:30pm
Present voice of the customer to all employees, and you will be more likely to reap financial benefits and manage customer experience holistically, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study.
Although only a third of companies are presenting customer…Continue
Posted on July 27, 2014 at 9:39pm
Posted on December 15, 2013 at 5:57pm
Posted on December 15, 2013 at 4:20pm