customer experience management

• Customer Experience Management

https://store.theartofservice.com/the-customer-experience-management-toolkit.html

Customer experience

1 A study in the year of 2009 on 860 corporate executives revealed that

companies that have increased their investment in customer experience management over the past three

years report higher customer referral rates and customer satisfaction

(Strativity Group, 2009).


Customer experience

1 Customer experience management (CEM or CXM) is a strategy that focuses the operations and processes of a business around the needs

of the individual customer. Companies are focusing on the importance of the experience.

Jeananne Rae says that companies are realizing that "building great consumer

experiences is a complex enterprise, involving strategy, integration of technology,

orchestrating business models, brand management and CEO commitment." (2006)


Customer experience

1 According to Bernd Schmitt, "the term 'Customer Experience

Management' represents the discipline, methodology and/or

process used to comprehensively manage a customer's cross-channel

exposure, interaction and transaction with a company, product, brand or

service."


Medallia

1 Medallia provides Software-as-a-Service (SaaS) Customer Experience Management (CEM) and Enterprise

Feedback Management (EFM) software and services to hospitality, retail, financial services, high-tech,

and business-to-business (B2B) companies in the United States and

internationally.


Ericsson - Business Unit Support Solutions

1 OSS and BSS has expanded following the integration of Telcordia and focuses on Customer experience management (CEM), including fulfillment, assurance, network

optimization and real-time charging.


Open Text Corporation - Products

1 OpenText Enterprise Information Management is an integrated set of five groups of programs: : OpenText

Enterprise Content Management (ECM), OpenText Business Process

Management (BPM), OpenText Customer Experience Management

(CEM), OpenText Information Exchange (iX), and Discovery.


Open Text Corporation - Products

1 OpenText Customer Experience Management is a set of technologies

for presenting an organization’s information to its customers.


Strategic management - Competitive advantage

1 This school of thought is sometimes referred to as customer experience management

(CEM).


Customer Experience Management

1 A study in the year of 2009 on 860 corporate executives revealed that

companies that have increased their investment in customer experience management over the past three

years report higher customer referral rates and customer satisfaction

(Strativity Group, 2009)


Customer Experience Management

1 According to Bernd Schmitt, the term 'Customer Experience Management'

represents the discipline, methodology and/or process used to

comprehensively manage a customer's cross-channel exposure, interaction and transaction with a

company, product, brand or service.


Angoss - Software

1 * KnowledgeREADER is an integrated customer intelligence product

combining visual text discovery and predictive analytics for customer

experience management.


Customer dynamics

1 Customer dynamics is a specific dimension of customer experience

management and customer relationship management. It is

distinct from these disciplines in its focus on the actual interactions that occur between the customer and the organization, and its consideration of

implications for both the customer and the business.


Attensity

1 The software uses natural language processing technology to address

collective intelligence in blogs, online forums and Social Media such as Twitter and Facebook; the voice of the customer

in surveys and emails; customer experience management (CEM); e-services; research and electronic discovery|e-discovery; risk and

compliance; and intelligence analysis.


Service assurance

1 * Customer experience management


Medallia

1 'Medallia' provides Software-as-a-Service (Software as a service|SaaS) Customer

Experience Management (Customer_experience_management#Custo

mer_Experience_Management|CEM) and Enterprise Feedback Management

(Enterprise_feedback_management|EFM) software and services to hospitality, retail, financial services, high-tech, and business-

to-business (B2b|B2B) companies in the United States and internationally.


Network intelligence - Use in business

1 The network visibility afforded by NI can also be used to build enhancements and

next-generation solutions for Network performance management|Network

Performance Management, WAN optimization|WAN Optimization,

Customer experience management|Customer Experience Management,

Content filtering|Content Filtering, and internal billing of networked applications.


Cincom Systems - 2000 to present

1 **Cincom Synchrony (2004), a customer experience management system for multi-channel Contact

Centers.


Complex event processing - Integration with business process management

1 For example, customer service centers are using CEP for click-stream analysis and customer

experience management


Conversion rate - Measures

1 Conversion marketing attempts to solve the issue of low online

conversion through optimized customer service. To accomplish this it requires a complex combination of personalized customer experience

management, web analytics, and the use of customer feedback to

contribute to process flow improvement and overall site design.


Body of Knowledge - Examples of Bodies of Knowledge

1 * One: The Customer Experience Management

Body of Knowledge (CEMBOK)


Chief Customer Officer

1 A 2009 study of over 860 corporate executives revealed that companies that had increased their investment

in customer experience management over the previous three years

reported higher customer referral rates and customer satisfaction

(Strativity Group, 2009).


Sitecore

1 'Sitecore' is a customer experience management company that provides web content management system|web content management and multichannel marketing automation software. The company was

founded in 2001 and has offices in Australia, Belgium, Canada, China, Denmark, France,

Germany, Japan, Netherlands, New Zealand, Norway, Poland, Singapore, Sweden, Ukraine, the United Kingdom, and the

United States.https://store.theartofservice.com/the-customer-experience-management-toolkit.html

Sitecore - Company history

1 In 2001, Sitecore was spun off as a separate business entity that initially

sold content management systems in the Danish market to IT departments. However, the company has grown profitably into a recognized global provider of customer experience

management software targeted primarily to corporate marketing departments and

marketing service providers.


Lithium Technologies

1 'Lithium Technologies' provides social customer experience management

software for the enterprise. Headquartered in San Francisco, Lithium has additional offices in London, Austin, Paris, Sydney,

Singapore, New York, and Zürich.


Lithium Technologies

1 The Lithium Social Customer Experience Management Platform

combines online customer community applications such as

Internet forum|forums, blogs, innovation management, product

reviews, and tribal knowledge bases with the broader social Web and

traditional CRM business processes, resulting in a wide range of online

customer interaction methodshttps://store.theartofservice.com/the-customer-experience-management-toolkit.html

Clarabridge

1 Using natural language processing and other patented

technology,Clarabridge holds two patents see:

http://search.usa.gov/search?affiliate=web-sdmg-

uspto.govv:project=firstgovquery=clarabridge the software is used in voice of the customer, customer

experience management and customer feedback programs.


Windchill (software) - Quality

1 *Windchill Customer Experience Management – Helps manage and address customer

complaints.


Bernd Schmitt

1 He wrote several influential books in these areas like Experiential

Marketing, Customer Experience Management, Big Think Strategy and

Happy Customers Everywhere.


Bernd Schmitt - Life and career

1 In the late 1990s, he began authoring books on customer experience like Experiential

Marketing and Customer Experience Management.


Bernd Schmitt - Contributions to marketing and management

1 Customer Experience Management provides a step-by-step framework for managing

experiences


Bernd Schmitt - Contributions to marketing and management

1 He often uses psychological concepts in his writings and applies them to marketing and business. His books have many case studies and also

examples from opera and the arts. Experiential Marketing and Customer

Experience Management use theories from sensory, cognitive and social psychology. Happy Customers Everywhere is influenced by Positive

Psychology.https://store.theartofservice.com/the-customer-experience-management-toolkit.html

Bernd Schmitt - Publications

1 * Schmitt, B. (2003). Customer experience management: A

revolutionary approach to connecting with your customers. New York:

Wiley.


Endeca Technologies Inc.

1 'Endeca' is a software company headquartered in Cambridge, MA, that sells eCommerce

search, Customer Experience Management, enterprise search and business intelligence

applications. Endeca was founded in 1999 and was a privately held company, backed by

venture capital investment from Bessemer Venture Partners|Bessemer, DN Capital, In-Q-Tel, Intel, SAP AG|SAP and Venrock,. On October 18,

2011, Oracle Corporation announced its acquisition of Endeca for $1.075B.


Michael Seifert (programmer)

1 He is co-developer of DikuMUD, a popular multiplayer text-based role-playing game codebase, and chief

executive officer of Sitecore, a global customer experience management

software company, which he co-founded in Copenhagen, Denmark in

2001


Michael Seifert (programmer) - Sitecore

1 In 2001, Seifert and his Pentia co-founders spun off Sitecore as a separate business

entity, which initially sold content management systems in the Danish

market but has grown profitably into a recognized global provider of customer experience management software with 3,000 customers. Seifert has served as

CEO since 2001 and was initially joined by Ole Sas Thrane and Jakob Christensen.


Sitecore Commerce Server - Related Technologies

1 Sitecore Commerce Server 11 forms the technology foundation of and is included in Sitecore Commerce 7.2, Sitecore's primary

commerce offering that also includes Sitecore Commerce Connect 7.2. It is marketed and

sold as an optional, integrated module of the Sitecore Experience Platform, which also

offers other modules for content management, multichannel customer

experience management, and big data storage and management.


Anritsu

1 Products include network call trace, service assurance, customer

experience management, microwave, RF, and optical signal generators (sources), spectrum

analyzers, and Network analyzer (electrical)|network analyzers


Ericcson - Business Unit Support Solutions

1 * 'OSS and BSS' has expanded following the integration of Telcordia and focuses on Customer experience

management (CEM), including fulfillment, assurance, network

optimization and real-time charging.


ICF International - Acquisitions

1 In 2014, ICF International acquired CITYTECH, Inc., a Chicago-based digital interactive consultancy

specializing in enterprise applications development, web experience

management, mobile application development, cloud enablement, managed services, and customer

experience management solutions.


Experience economy

1 The Experience Economy is also considered to be the main underpinning for customer experience management.


For More Information, Visit:

• https://store.theartofservice.com/the-customer-experience-management-toolkit.html

The Art of Servicehttps://store.theartofservice.com






customer experience management

Documents

manag experience management

individual customer

brand management

higher customer referral

business b2b companies

opentext information

orchestrating business

complex enterprise