What is Customer Experience Management (CEM or CXM)?

Customer experience management is all about keeping the customer happy -- but it takes a lot of work. Watch to learn more about CEM techniques and best practices.

Customer experience management, or CEM or CXM, is a collection of processes a company uses to organize and optimize every interaction between a customer and the business. The goal of CEM is to foster customer loyalty and in turn, drive business and revenue.

The key to a successful customer experience strategy are four critical steps: understanding your customer; creating a customer journey map; developing an emotional connection; and capturing customer feedback.

How does your organization engage in customer experience management? What’s the most important step of the process? Let us know what you think in the comments.


Read more
Preparing Your Customer Experience Strategies for the New Normal: https://searchcustomerexperience.tech...

10 Ways to Improve the Customer Experience Today: https://searchcustomerexperience.tech...

Subscribe to Eye on Tech for more videos covering the latest in business technology, including security, networking, AI, DevOps, enterprise strategy, storage, devices and more:
   / eyeontech  

Stay up to date on the latest customer experience news: https://searchcustomerexperience.tech...

Follow us on Twitter:   / @ttbusinesstech  

Like us on Facebook:   / techtargetbusinesstechnology  

#CustomerExperienceManagement #CEM #CustomerJourney