Esteban Kolsky

MARCH 17, 2022

you see, CRM was never about the customer (although it had that in the name) but about how the company managed the customers. traditional, fashioned (no the drink), controlled and repeatable cycle. Ed approached me to write about this newfangled idea that was emerging at the time: CEM (customer experience management).

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

ShepHyken

MAY 20, 2019

20 Ways to Improve Customer Experience Management by Call Centre Helper. Call Centre Helper) Our panel of experienced managers discuss how you can improve customer experience management (CEM) after we quickly define what is meant by the term.

Customer Service 23

Customer Service CEM Fashion Employee Experience 23

Ecrion

MARCH 15, 2019

What is Customer Experience Management – or CEM for short? The customer experience is paramount in any industry. If you don’t have customers, you don’t have a business. But what is customer experience management? This is why it helps to have a solid CEM solution.

Customer Experience Management 40

Customer Experience Management CEM Customer Experience Management 40

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Beyond Philosophy

OCTOBER 8, 2014

This one is great though, as anyone who has worked his or her way up to two hours on the old-fashioned meter one dime at a time would agree. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Esteban Kolsky

MARCH 17, 2022

you see, CRM was never about the customer (although it had that in the name) but about how the company managed the customers. thus, sales functions were about pipelines and managing salespeople who entered data about companies (not necessarily people – more focused on titles and positions). tsk-tsk-tsk. and we did.

Omni-Channel 78

Omni-Channel CEM CRM B2C 78