Gives info about Customer Experience Management (CEM)

1. WHAT IS CUSTOMER
EXPERIENCE
MANAGEMENT(CEM)
Bhaskara Reddy Sannapureddy, Senior Project Manager @Infosys, +91-7702577769

2. DEFINITION
 Customer experience management (CEM) is the collection of
processes a company uses to track, oversee and organize every interaction
between a customer and the organization throughout the customer
lifecycle. The goal of CEM is to optimize interactions from the customer's
perspective and, as a result, foster customer loyalty.
 Customer experiences include not only interactions through traditional
channels, such as purchases, customer service requests and call center
communications but also, increasingly, through Social CRM channels such
as Twitter and Facebook. To manage the customer experience, companies
need to create a strategy that encompasses all customer touch points
across the organization.

3. 1 0 STEP S TO IMPROVE CUSTOMER
EXPERIENCE:
 1. Get employee buy-in.
 2. Run an open, transparent business.
 3. Deliver consistent customer experiences.
 4. Train customer-facing employees sufficiently.
 5. Give customers a personalized experience.
 6. Measure and analyze customer emotions.
 7. Act on customer feedback.
 8. Take the customer's point of view.
 9. Create a well-balanced customer experience team.
 10. Design the total customer experience.

4. VIDEOS
 http://www.youtube.com/watch?v=9oywp2qRRyc
 http://www.profitablehospitality.com/public/326.cfm
 http://www.thefuntheory.com/piano-staircase
 http://www.youtube.com/watch?v=yuPzm_R-MLU
 http://www.youtube.com/watch?v=lKOoqRvxBzs

5. THANK YOU