Introduction to Customer Experience Management - CEM


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This presentation is an introduction to customer experience management a.k.a. CEM. Get a FREE copy of my latest book on customer centric process leadership at and connect with me at

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Introduction to Customer Experience Management - CEM

  1. 1. Customer Experience Management / CEM
  2. 2. Overview Everybody understands that the revenues of our companies are dependent on our customers. So, why do companies still fail to place their customers at the centre of everything they do? Customer Centricity is still one of the most misunderstood areas in business today. About 55% of companies we surveyed have started a customer centricity initiative, but only about 7% are truly achieving anything like the full benefits. Without doubt, customer centricity sits with (the implications of) broken process as the drivers of change that will create more impact over the next 5 years.
  3. 3. The problem
  4. 4.
  5. 5. What is Customer Centricity? • • • Understanding and delivering Successful Customer Outcomes: This represents the framework of wants and need that the company directly or indirectly wishes to impact. Understanding and delivering the Optimum Customer Experience: The Optimum Customer Experience is directly associated with the quality of the outcomes we deliver plus every touch point the customer goes through in any aspect of its dealing with the company and its processes. Aligning everything in the organisation to the achievement of these outcomes: This requires some fundamental changes to the way an organisation operates.
  6. 6. How customer centric is your company? In the table below – circle the top 7 points which most apply to your company. When you have finished, score your answers depending on which section in the table they reside and then total.
  7. 7. The scoring impact can be summarised in the table below:
  8. 8. Get a FREE book!
  9. 9. Connect with me!