Resources for Customer Experience Management (CEM)

Specialists who help companies manage a customer's experience with a brand by evaluating client satisfaction and the quality of services provided.
Document Shredding Services

Providers of document shredding services. Reseasrch document shredding companies for paper shredding services and document destruction management services. Identify document shredd… more »

Document Shredding

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Magnetic Stripe

Manufacturers of magnetic stripe identification products and systems. more »

RFID Readers

Makers and sellers of RFID readers. more »

Automated Data Capture Equipment

Providers of automated data capture equipment and services. more »

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Bar Code Equipment and Supplies

Quickly find providers of bar code equipment and bar code supplies. Browse manufacturers of bar code printers, bar code scanning equipment, and scanner systems. Select a vendor of … more »

Customer Experience Management (CEM) Key Terms

Customer Experience Management (CEM) is also known as Customer Relationship Management (CRM) and refers to the process by which a company tracks contact with its customers. The typical goals of CEM are to improve the company's customer service and to conduct targeted marketing campaigns to the company's customers. CEM can be implemented without software, although software is frequently needed to provide the maximum benefits. CEM software should provide the support that will allow employees to take advantage of information about customers. CEM also uses a combination of business processes, such as operations, customer relationships and analysis to provide consistent customer interactions.

Operational CRM

Operational CRM provides support for customer interactions that are performed by marketing, sales and service staff. These records are generally part of the contact histories for the customer.

Analytical CRM

Analytical CRM uses data mining on customer records to make business decisions. These decisions can include designing targeted marketing campaigns, making pricing decisions and financial forecasting.

Sales intelligence CRM

Sales Intelligence CRM provides direct sales tools by analyzing customer records. Common features of sales intelligence CRM include identifying sales opportunities, sales performance and customer trends.

Open source CRM

Open source CRM is CRM software for which the source code is publicly available. Businesses frequently use open source CRM since it is free, but it can have disadvantages.

Collaborative CRM

Collaborative CRM coordinates the CRM processes between the different departments within a company, such as marketing, sales and technical support. For example, customer support agents may receive feedback from staff members of other departments regarding the features and services requested by customers.

Sales process engineering (SPE)

Sales process engineering (SPE) is the application of scientific principles towards a sales process for achieving a particular goal. CRM frequently plays a important role in SPE.