What is CEM (Customer Experience Management)?

What is CEM?

What is CEM

Based on industry press and vendor marketing materials many visions of Customer Experience Management (CEM) exists. However, any vision for Customer Experience Management must address a set of principles that give shape and form to an industry vision.

Customer Experience Management should accomplish more than gathering and reporting customer related data; to be useful the information should be a driver to business success. The industry needs to get beyond measuring and monitoring KPIs and KQIs; it needs insight into customer expectations. Since customer needs will change as service performance improves, CEM must track and adapt to changing expectations.

As service improves, customers expect better service. What satisfies customers today may not be sufficient in the future. Any CEM solution must be able to learn customer expectations and also to track and monitor those changing expectations.

Customers expect more out of services than just meeting technical performance specifications. They expect services to be secure, easy to use, and satisfying. Customer Experience Management must identify roadblocks and impediments to the full utilization of a service provider’s offerings.

Service providers use every customer contact as an opportunity to improve their relationship with the customer and to increase revenue. Customer Experience Management should be identifying those customers that may need retention action or may be open to additional services. These actions should not be limited to reactive contacts, but should enable proactive retention actions and proactive service offerings.

Finally, service providers run a business and Customer Experience Management must not only bring a customer focus to business decisions, but also a value perspective.

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

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