by Ian Tomlin | Aug 17, 2021 | Customer Experience, Customer Experience Management
About Customer Experience Management (CEM) is a term used to describe the operational management of systems and processes used for the purpose of building and maintaining relationships a business has with its customers. Analyst firm Gartner defines CEM as: The...
by admin | Aug 12, 2021 | Customer Experience, Customer Lifecycle
About Your customer lifecycle describes the key phases of your relationship with customers. It is important because it helps organizations to balance their investments efforts across all parts of the customer life-cycle. In the pursuit of new business, it’s easy for...
by Ian Tomlin | Jul 6, 2021 | Customer Experience, Customer Experience Strategy
Introduction A Customer Experience Strategy is a plan of action designed by an organizational management team to achieve a customer experience that goes above and beyond that of its competitive rivals. Purpose The formation of a strategy is a necessary element of...
by admin | Feb 27, 2020 | Customer Experience, Customer Journey
About A customer journey is the mystical (and often theoretical) journey a customer takes to purchase a product. It typically starts from an event in their life that causes them to consciously recognize an undesirable problem that needs resolving or a...
by admin | Feb 27, 2020 | Customer Experience, Customer Insights
About Customer insight is the understanding of your customer, based on their feedback, buying behavior, experiences, beliefs and needs. Customer insights go beyond raw data or research, it is a multi-view of your customers derived from a strategic...
by Ian Tomlin | Feb 26, 2020 | Customer Experience
What is Customer Experience and why does it matter? About Customer Experience is a term used to describe the relationship a customer has with a business. It refers to the total of all experiences the customer has with the business, based on all interactions and...
