Customer Experience Management (Cem)

Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context.Analysts and commentators who write about customer experience and customer relationship management have increasingly recognized the importance of managing the customer's experience.
Posts about Customer Experience Management (Cem)
  • What the Financial Sector's Renewed Focus on Customer Service Can Teach Marketers

    …, not just to win new customers. In fact, this was a major focus of a new study by Forbes this year. In the study "Customers for Life: Technology Strategies for Attracting and Keeping Customers," more than 300 senior executives in North America were surveyed for their perspectives on customer experience. The findings revealed that while 94…

    MarketingProfs- 13 readers -
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