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Siemens Energy Management

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Corsential

Corsential provides customer experience solutions for managing, measuring & improving customer loyalty via real-time enterprise feedback management.

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Tips & Advice to help you make your decision on Customer Experience Management (CEM)

Customer experience management (CEM) is a vital aspect of any business, especially within any of the service industries. While much of the CEM information refers to customer contact, it is not necessarily limited to this. It may also encompass customer complaints, servicing issues and can allow the business to see how they are doing. In order to maintain a good client relationship, many businesses rely on this particular service. However, there are a variety of products and even services that can provide customer experience services.

Two of the most common options for customer experience management (CEM) include outsourcing to a service or software that allows the company to track these things on their own. Both can be quite beneficial but ultimately the decision between the two will depend on the individual needs of the company. This is why industries turn to the resources provided by Business.com. Business.com can provide your company with the information they need to know about these products and services so that the best decision can be reached. To learn more about CEM software and outsourcing services, click on any of the links located to the left of the page.

Customer Experience Management (CEM) Key Terms

Learn more about the importance of Customer Experience Management

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.