PeopleMetrics

DECEMBER 12, 2017

“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.

CEM 84

CEM CRM Customer Relationship Management VOC 84

PeopleMetrics

FEBRUARY 26, 2018

Your customers who bought your product and solution did so for a reason – because they believed it would add business value to their organization. Your customers who actually use your product and solution every day can help to prove (or disprove) that business value. Keep a finger on the pulse of your end-user experience.

NPS 96

NPS Net Promoter Score B2B CRM 96

Qualtrics

JULY 18, 2019

In closing the loop, you let the customer know they’ve been heard. You communicate the action you’ve taken based on their feedback, or the resolution you’re planning. Perhaps you share customer feedback internally now among your colleagues and managers. But closing the loop with customers is different.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49