• customer experience management (CEM)

    Customer experience management is made up of the processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.

    Margaret Rouse9,395 pointsBadges:
  • WCM software expands to incorporate CEM

    WCM software has shifted from just publishing digital content to enhancing the customer experience through analytics, personalized content and more.

    Lauren Horwitz2,120 pointsBadges:
  • Customer experience management technologies shape business strategies

    With technology rapidly changing, companies want the latest innovations that mesh with their customer experience management strategies. But it also takes the right employees to make CEM work, industry observers say.

    CKittle35 pointsBadges:
  • Employee focus transforms customer experience management strategies

    CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.

    ITKE371,580 pointsBadges:
  • To improve customer experience, which is best: CEM or ERP?

    ERP may not be the newest or the sexiest CEM technology, but ERP systems can play a central role in helping manufacturers become more customer-centric.

    BStackpole905 pointsBadges:
  • Study says CRM boosts CEM, but data challenges still prevail

    A recent study says Salesforce.com customers see CRM systems as boosting customer experience, but data quality and predictive analytics still loom large.

    Lauren Horwitz2,120 pointsBadges:
  • For effective customer experience management, rethink WCM

    Organizations that are serious about customer experience management may need to rethink their approach toward Web content management.

    jgourlay395 pointsBadges:
  • Companies wield CEM technology to meet customer demand

    In an era driven by a more demanding customer base, companies have used social and CEM technologies to raise the game on customer service.

    DenisP440 pointsBadges:
  • 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.

    ITKE371,580 pointsBadges:
  • Integrating cloud ERP and CRM applications? Show how it can pay

    Getting such apps to work together is challenging, but doing so can streamline data and improve customer experience management, analysts say.

    ITKE371,580 pointsBadges:

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