Word of the Day: Tech Definitions from WhatIs.com

Dec 15 2016   5:41PM GMT

customer experience management

Margaret Rouse Margaret Rouse Profile: Margaret Rouse

Tags:
CRM
Customer experience management

Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. Continued…

Quote of the Day

“We will see CEM become more integrated with the overall running of the business, and not seen as a standalone or ‘additional’ thing that is layered on top of the companies’ core business.” – Bruce Temkin

Learning Center
Customer experience trends: Why predictive analytics failed and more
Customer experience trends include a better understanding of customers and more deft use of predictive analytics, according to Bluewolf co-founder Eric Berridge.

Making CRM part of your customer engagement strategy
Brent Leary examines the features and functions of CRM software and how organizations are using this software as part of their customer engagement strategy.

Guide to customer experience management best practices, technologies
Learn why customer experience management (CEM) is growing. Read about technologies, strategies and customer experience management best practices that businesses are applying to their CEM.

Cross-channel communication CEM support: A work in progress
Find out how cross-channel support allows customers to seamlessly communicate with companies. Learn why cross-channel communication is integral to a successful customer experience management (CEM) plan.

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.

Related Terms
customer life cycle
emotional analytics
customer engagement
knowledge management
customer journey map

Related Tags
CEM strategy
Customer experience management

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