The age of the socially enabled customer is upon us. Giving the customer voice is now seen as a proven way to build loyalty and extend the reach of the brand. CXM (Customer Experience Management) is the driving force behind this new way in which businesses can reap the benefits offered by empowering the customer.
This paper will :
- Outline the basics of CXM;
- Show how a business case must be developed to support its implementation across the enterprise.
Additionally, we will discuss the key factors which could stand in the way of CXM becoming successful in any business, and then move on to taking a look at the way in which the success of CXM can be measured.