Is Customer Satisfaction an Effective KPI?

Customer satisfaction and customer complaint ratio are two of the most often used KPI. But are they the most effective? Current Customer Experience Management (CXM) practices, supported by ever improving Big Data driven Voice of the Customer (VoC) technologies, can provide a much richer landscape of KPI. Compared to other KPI ...

CXM Professionals Well Compensated

Wednesday, February 12, 2014 0 No tags Permalink

Temkin Group seems to have a knack of coming up with great research avenues. Recently Temkin Group has published some research results regarding the remuneration of Customer Experience Management (CXM) professionals. The key finding presented in the results, is that across five separate CXM roles, the average salary for CXM ...