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. In fact, the global CXM market is expected to grow at a 14.6% Why CXM Matters?

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

Experience Investigators

MAY 11, 2021

When leaders say this, what they really mean is, “We’re just getting started with customer experience management.” ” What is Customer Experience Management? CXM is what happens inside the organization in order to deliver an intentional customer experience. A holistic view of the customer journey.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

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. The Focus on Profit Growth.

Customer Experience Management 89

Customer Experience Management CXM Customer Experience Close the Loop 89

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization. No doubt you want to make every customer experience as great as possible.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Voice of the Customer: Do This, Not That.

Government 86

Government Customer Experience CXM VOC 86

ClearAction

DECEMBER 31, 2015

. “What’s missing is the middle: what is the supplier company doing with the customers’ precious investments in voice-of-the-customer to make things so nice that customers want to be engaged? ” B2B Customer Experience: Do This, Not That. ” Strategic Action on B2B Voice of the Customer.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54