The ROI of CEM

The ROI of CEM An Engine of Profit, Growth, and Value Companies used to compete primarily on product or service or price. Now if they expect to thrive, they compete on customer experience. By providing a memorable customer experience, companies earn loyalty, which...

Closing the Customer Feedback Loop

Closing the Customer Feedback Loop Why Your CEM Success Depends on Getting It Right If you’re asking your customers for feedback but failing to follow up promptly, you could be doing more harm than good. Our ebook walks you through the importance of closing the loop...

Understanding Customer Experience Management

Understanding Customer Experience Management Five Key Elements of a Comprehensive Approach While surveys are a critical element of CEM, a comprehensive program also includes vital components to help you understand your customers’ journey and identify where you are...

Demystify the Customer Journey

Demystify the Customer Journey Keep It Simple, Get It Right for CEM Success Mapping a customer journey doesn’t have to be an overly complicated effort. If you’ve been using surveys to gauge customer opinions, you’re taking the first step toward understanding your...