PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

VOZIQ

FEBRUARY 18, 2021

According to a case study published by The Wharton School of the University of Pennsylvania in 2013, referrals from existing customers generated higher profit margins, were more loyal to the business and showed more spending. Thus , t his is another lost revenue opportunity with a customer gone. .

Touchpoint 98

Touchpoint Business Growth Sales Customer Relationship 98

PeopleMetrics

MAY 16, 2018

That is an easy approach, but it doesn’t offer enduring value in terms of enabling the organization to make continuous improvement to the customer experience – one customer at a time. This is where having an end-to-end Customer Experience Management (CEM) software platform comes in. Print this article.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience Finance 48

PeopleMetrics

JANUARY 10, 2018

When Volunteers Are Treated Like Customers, Everyone Wins. Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. Talk to David.

CEM 73

CEM Close the Loop Text Analytics Social Media 73

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Keep a finger on the pulse of your end-user experience. Don't be like this guy.

NPS 96

NPS Net Promoter Score B2B Construction 96

PeopleMetrics

NOVEMBER 2, 2017

This is about delivering a phenomenal customer experience through a thousand "hellos" and not discriminating about who is on the receiving end. They must understand that you cannot prescribe a great customer experience. This story is about much more than a hotel doorman saying “good morning” to people. Talk to David.

Hospitality 91

Hospitality Hospitality Finance Compliance 91