CEM Playbook Strategy Boot Camp


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Managing the Customer Experience by Measuring the Impact Payoff

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There is overwhelming evidence that providing a consistently superior customer experience results in greater customer satisfaction and loyalty. But as with automobile mileage, “your results may vary.” So how can an organization truly measure the ROI – or impact payoff – resulting from its commitment to customer experience management (CEM)?

Getting a firm grip on this question can justify budget requirements for CRM investments and staff resources necessary to develop, maintain or even expand a customer-centric philosophy.

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Unlock Customer Usage Data to Drive Customer Success

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Know your customers and respond appropriately to them. This is key to business success. But how can you know your online customers? Customers browse your website, use your online service, and buy from your e-commerce store without ever talking to you. And how can you respond appropriately to them with the right message at the right time?

Wouldn’t it be great if you could gain powerful, real-time usage data insights to better understand your customers?

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Transforming the Customer Experience with Actionable Insight

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Customer support involves complexity – customer relationships, products and services, agreements, and support levels. But, when information needed to serve customers is hard to reach, support becomes harder than it needs to be and service levels and customer satisfaction suffer.

For service agents (or your self-service website) to provide contextually relevant responses to customers requires sifting through and making sense of volumes of customer data – an increasingly time-consuming and nearly impossible task. Crucial customer and product information that can help service agents and managers is scattered across systems and teams, forming an overwhelming social and enterprise content clutter that is impossible to integrate.

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CEMDNA Playbook Strategy: Account Management

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CEM Assessment Program Overview Webcast


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CARE Program Overview Webcast


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CEMDNA Certified Partner Program Overview Webcast


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CEMPRO-CFG Training Program Overview Webcast


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CEMPRO-Advocate Training Program Overview Webcast


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