What is CEM Software?

Confirmit

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. How Does CEM Software Helps your Business? What Are the Key Features of a CEM Software Solution? CEM software is usually composed of solutions that enable companies to: Collect feedback from customers, through a variety of channels.

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What is CEM Software?

Confirmit

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. How Does CEM Software Helps your Business? What Are the Key Features of a CEM Software Solution? CEM software is usually composed of solutions that enable companies to: Collect feedback from customers, through a variety of channels.

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Why You Should Add Predictive Analytics to Your CEM Toolbox

Callminer

The post Why You Should Add Predictive Analytics to Your CEM Toolbox appeared first on CallMiner. You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one. Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […].

CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. while CEMs tell you why it's happening (why do prospects convert. That’s where CEM comes into play.

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12 Principles of Successful #CEM Change Management

CX Journey

Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort. You can do this! And I'll help with a few tips.

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Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy. Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

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The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

eglobalis

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

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AR Support For eCommerce Industry To Enhance Customer Experience

Knowmax

Customer Experience Digital Adoption Self service CEMAR Support For eCommerce Industry To Enhance Customer Experience.

Don’t Talk about Great CX Culture if You Don’t Know MED

eglobalis

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

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Why using only CRM platforms can kill CX

LitmusWorld

CRM vs CEM – Why using only CRM platforms can kill your CX programme Customer Relationship Management (CRM) and Customer Experience Management (CEM) may sound like they both serve the same purpose – both deal Read more… Why using only CRM platforms can kill CX appeared on LitmusWorld.

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The Do’s and Don’ts of Customer Experience Management

Uniphore

Here are some of the most important things that a CEM should (and should not) do. The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Read More. Jacada Blog

How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience

eglobalis

Customer Experience Customer Relationship Humans Experience #CEM #USA #canada Bad services Customer experience Customer Services customer success CX Germany japan O2 rude services Telecommunications TelefonicaTo say that the marriage between Telefonica and O2 is bad, is an understatement. Since the merger, Telefonica O2 yields high return, but poor quality in services and customers are the ones suffering the most.

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Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better.

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Is Your Customer Experience Accidental?

Beyond Philosophy

Customer Experience Customer Loyalty Customer Satisfaction Emotional Experience Experience Design Uncategorized CEM Customer experience customer experiencesMost Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend.

6 Steps to a Great Apology

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones.

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The Problem with Self Service

Beyond Philosophy

Blogs Customer Satisfaction CEM CEO Conferences consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Mirrors customer retention customer satisfaction Emotional Experience Employee Experience Patient Experience Social Media subconscious experience Thought Leadership

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

Blogs Customer Experience Expert's Insights CEM CEO Conferences consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience management Customer Loyalty Customer Management customer research customer satisfaction experts insights Management Net Promoter Score Patient Experience Social Media Thought Leadership

Music: A Marketing Tool

Beyond Philosophy

Blogs Market Research CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience management customer experiences Emotional Experience Employee Experience experts insights Moment Mapping Patient Satisfaction subconscious experience Thought Leadership Music has a unique effect on our brain, especially concerning memory.

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4 Actions to Exceed Customer Expectations

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature Market Research Moment Mapping Naive to Natural Net Promoter Score Retail Customer Experience Thought Leadership

The Role of CX in a Sales Culture

Beyond Philosophy

Blogs Customer Centricity Customer Experience Customer Retention Customer Satisfaction CEM Emotional Experience“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. Harvey Mackay, Sales Expert, Author and Columnist.

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Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world?

3 Ways to Tell if Your Customer Relationship is All About You

Beyond Philosophy

Blogs Customer Retention Customer Satisfaction Experience Design CEM CEO Conferences consumer behaviour Customer Analysis customer behavior customer centricity customer emotions customer experience industry Customer Experience Program customer experiences Customer Loyalty Customer Management customer research Emotional Signature experts insights Market Research Net Promoter Score Patient Experience Retail Customer Experience subconscious experience Thought Leadership

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

Blogs Thought Leadership CEM CEO Conferences consultants consumer behaviour customer customer behavior Customer Behaviour customer centricity customer engagement Customer experience customer experience industry customer experience management Customer Experience Program customer research customer retention customer satisfaction Emotional Experience Events & News Marketing Moment Mapping Patient Experience subconscious experience

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Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.

Why I Suffered Through A Website Redesign (and You Should, too!)

Beyond Philosophy

Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website !

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Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience management Customer Experience Program Customer Loyalty Emotional Experience experts insights Management Social Media subconscious experience Thought LeadershipAre you reading this on a mobile device?

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. They are all working to improve their Customer Experience.

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Training Employees on Nonverbal Clues

Beyond Philosophy

Customer Behaviour Customer Emotions Customer Satisfaction Customer Service Emotional Experience CEM customer emotions customer satisfaction customer serviceWhen you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Let this post today end this ridiculous debate with a resounding, “ Yes! ”.

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

Blogs Employee Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences experts insights In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job.

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Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books.

What Can We Learn from Restaurants and Casinos?

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . 95% or a person’s processing power is the subconscious experience. Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Let’s look at two industries have embraced this and see what we can learn from them: Restaurants and Casinos.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Blogs Customer Experience Retail Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Emotional Experience Management Market Research Marketing Moment Mapping Naive to Natural Net Promoter Score Patient Satisfaction Social Media telecoms Thought Leadership

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3 Examples of Change for the Better in Airlines

Beyond Philosophy

Blogs Customer Retention CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience industry Customer Loyalty Customer Management Customer Mirrors customer satisfaction Emotional Experience employee engagement Employee Experience Events & News Net Promoter Score subconscious experience

True Value of CSAT – 3 Categories Impacting Customer Satisfaction

Taylor Reach Group

CEM CES CSAT Customer Experience Customer Satisfaction Customer service Customer service auditBy: Turaj Seyrafiaan. We all have heard that Customer Satisfaction is important and of high value to the business. But what does that mean? What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. That’s up $20 billion since 2013!

How to Get People to Do What You Want

Beyond Philosophy

Blogs Leadership CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer experience books customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction customer service Emotional Experience Market Research Marketing subconscious experience Thought Leadership

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Building Loyalty Doesn’t Need a Card

Beyond Philosophy

Blogs Customer Loyalty CEM CEO Conferences consumer behaviour Customer Analysis Customer Behaviour customer centricity customer emotions Customer experience customer experience management customer research customer retention customer satisfaction Market Research Thought LeadershipKeeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result.

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How to Optimize Your Survey with SMS & Video Feedback

PeopleMetrics

The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE!

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What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion. Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born.