Customer Experience Management

(CEM) is the active monitoring of awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.

Today customers demand more than just the delivery of a product or service. With the emergence of a wide range of online companies and the resulting competition, the focus is now on delivering superior customer experiences.

Recent studies and surveys tell us that companies who have increased their investment in customer experience management report higher customer referral rates and customer satisfaction. The results also show that performance in market share, retention, profitability, and customer satisfaction was directly related to CEM performance.