CEM - Customer Experience Management

CEM

Customer and Service Experience Management

DAX Technologies has leveraged it's experience and knowledge in telecommunications and information technologies to develop and provide a number of software products to improve network operations, service delivery, and marketing for enterprise, government, and communications service provider customers.

Customer Experience Management (CEM) is essential to delivering exceptional coverage and reliability. When it comes down to business, everything is about the customer. The goal of CEM is to reduce churn and reduce costs associated with network management. With the InTouch CEM product your company will improve customer retention, increase revenue, and optimize network service management.

CEM vs. Customer Relationship Management (CRM)

CRM is driven off of account and usage information. It focuses on improving the customer experience only partially through analysis of billing statements and minutes used. CRM cannot support early detection and does not understand customer expectations. It does not provide information that can be used to determine the root cause of churn.

In order for service providers to fully reach the expectations of their customers they must be able to track service quality and coverage. CEM does so by gathering and reporting customer related data. This data identifies roadblocks and impediments which allows service providers to recognize the customers that may need retention action or are open to additional services. CEM enables proactive retention as well as proactive service offerings.

Newsflash

CTIA, New Orleans, May 2012
Visit DAX Technologies at CTIA in New Orleans, LA, from May 8-12. DAX will be exhibiting its InTouch™ product working with JDSU PacketPortal® at the “Customer Usage and Experience Management” pavilion at the JDSU booth, 4511.
ICQR, San Diego, May 2012
DAX Technologies CTO, Thomas Magg, will be presenting at the 2012 International Communications Quality and Reliability Workshop in San Diego California. Now that you are correlating and analyzing data from multiple sources and making real-time operational decisions, what happens if data is missing or late from some sources. How would you know? Do you wait? Make the best decision?
TMF, Dublin Ireland, May 2012
Visit DAX Technologies at TMF in Dublin, Ireland, from May 21-24. Please contact Jeff Moulton at 469-247-5578 to set-up an appointment with a DAX Technologies representative.
Mobile World Congress, Barcelona, Feb. 2012
Thank you all for visiting DAX Technologies at Mobile World Congress Barcelona on 2/27-3/1. There was a tremendous response our demo of our latest release of InTouch™ R4.3. If you were not able to get an appointment, please see us at an upcoming event, or e-mail us at sales@daxtechnologies.com
DAX Releases New TicketExpert Module, Matawan, NJ, Feb. 2012
DAX Technologies released a new module for its market leading InTouch platform. TicketExpert dramatically improves the ability of customer care organizations to analyze and address complex customer care issues. More Info
DAX Announces Executive Appointments, Matawan, NJ, Aug. 2010
DAX Technologies today announced the appointment of Brion Feinberg as its chief marketing officer and executive vice president of product management, and Jeffrey Moulton as its executive vice president of global sales, effective immediately. More Info
DAX Announces New CEO, Matawan, NJ, May 2010
Thank You for joining DAX at TMForum Management World. We hope you enjoyed learning about InTouch, Customer and Service Experience Manager and NetCommander. Please check out our pages on CEM and Products. More Info

Newsflash

Corporate Video

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