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Tag Archives | CEM vendors

The Importance of Your Relative Performance

Customer Experience Management (CEM) is the process of understanding and managing customers' interaction with and perceptions about the company/brand. In these programs, customer experience metrics are tracked and used to identify improvement opportunities in order to increase customer loyalty. These customer experience metrics, used to track performance against oneself, may not be adequate for understanding […]

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Why do we use surveys to measure customer loyalty?

Customer loyalty is the leading indicator of business growth. As such, companies track objective measures of customer loyalty to help them monitor the health of the customer relationship. Some objective customer loyalty metrics are: Customer retention/defection rates New customer growth Average revenue per user (ARPU) Despite the existence of these (and other) objective metrics of […]

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Know your Enterprise Feedback Management Provider

I recently wrote about the value of Enterprise Feedback Management vendors. EFM is the process of collecting, managing, analyzing and disseminating different sources (e.g., customers, employees, partners) of feedback.  EFM vendors help companies facilitate their customer experience management (CEM)  and voice of the customer (VoC) efforts, hoping to improve the customer experience and increase customer loyalty. […]

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