SurveySensum

OCTOBER 2, 2024

What is Customer Experience Management (CXM)? Customer Experience Management gives you a 360-degree view of your customers, allowing you to segment them based on behaviors, map their journeys, and anticipate their needs. It’s about fostering relationships by understanding who your customers are and what drives them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

ClearAction

JANUARY 20, 2020

Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. CXM includes customer success, customer care, customer relationship management, etc. CXM must reflect CX holistically; otherwise it’s a misnomer. 18) Use CJM, UX, DX, CRM, etc.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. CXM includes customer success, customer care, customer relationship management, etc. CXM must reflect CX holistically; otherwise it’s a misnomer. 18) Use CJM, UX, DX, CRM, etc.

CXM 90

CXM Non-Profits Close the Loop CX 90

ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one.

Customer Experience Management 89

Customer Experience Management CXM Customer Experience Close the Loop 89

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain?

VOC 48

VOC Close the Loop CXM Voice of the Customer 48

ClearAction

AUGUST 2, 2016

Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. See the full B2B CXM series. Account Teams in B2B Customer Experience: Help Me Help You.

VOC 54

VOC B2B Customer Experience Close the Loop 54

ClearAction

NOVEMBER 16, 2023

Even before the pandemic, non-customer-facing managers typically saw VoC as something unrelated to their work or revealing issues too big to tackle. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants. Another hindrance to manager participation is VoC reporting.

VOC 62

VOC B2B Close the Loop Non-Profits 62