Customer Experience Management (CXM) is a business tool that encompasses the entire customer journey, from perceptions of brand messaging to post-purchase care.
The better a business understands its customers throughout their journey, the better it can align its operations to meet customers’ expectations. This translates directly into measurable improvements in operational efficiency, churn, and repeat business.
Each company’s offerings and customer base are unique, and it follows that each organization’s CXM framework is unique as well. Some considerations, however, are common to any business considering a formal CXM framework.
What you’ll get inside this white paper:
- The bare essentials of any CXM framework;
- A long-term view to more truly align business activities with measurable customer demand.