Transitioning from CRM to CEM: A Road Map
Somewhere out there your customer is right now realizing an experience with your brand. This realization will turn into an opinion soon enough and if you have done your homework, you will be able to lock in that discerning customer for a few more transactions. In a world where customer choices are increasing by the second, customer loyalty is increasingly turning into a wish. Does customer experience management (CEM) offer a way out? Read on to find out.