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All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The results of serving that need are typically financial (revenue, profit, funding, paychecks).
Further, customers are the source of salaries, budgets, and profits. That’s determined by cutting the data from your relationship survey (or via datamining from Support comments, etc.) Strengthen success by data-mining to guide each growth effort from the start, not as an afterthought.
All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The results of serving that need are typically financial (revenue, profit, funding, paychecks).
Further, customers are the source of salaries, budgets, and profits. That’s determined by cutting the data from your relationship survey (or via datamining from Support comments, etc.) Strengthen success by data-mining to guide each growth effort from the start, not as an afterthought.
Customer Service is a Value Center (NOT a Cost/Profit Center!) Surely Service Delivery does this to an extent — but all your non-customer-facing groups are at the core of value creation or destruction. How are you mining Customer Service interactions to educate value creators and fulfillers and communicators?
When you datamine CX insights and inspire managers to use it for every growth effort , you’ll see much higher performance in these growth metrics: CX-Inspired Growth leads to Right the First Time. Ultimately, your salary, budget, and profit-sharing are provided by customers. Assign your CX Council to smoothing silos.
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