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the REFERENCE

Customer Experience Management

“It is an invitation for the long-term, not a single offer.”

Improving customer experience is rapidly becoming a top priority of businesses. But many firms struggle with how to implement Customer Experience Management (CXM). In this whitepaper, we propose a framework for CXM as a firm-wide marketing and strategic management exercise.

In this whitepaper you will learn:

  • What we mean by “ERP is the New CRM”
  • Why a CXM framework needs to include a firm’s cultural mindsets, its strategic directions and capability development
  • How to use the CXM framework as a scorecard and a roadmap
     
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