Building Better Bonds with Customers Posted by Customer Passion LLC | February 2nd, 2006
The concept behind CEM is to monitor customer touch points and interactions to build customer loyalty and improve customer retention. It also ensures that customer service representatives are consistent in what they tell the customer. “One of the differences between a CRM and CEM approach (is) you’re not taking a once-a-year snapshot of what you think your clients are thinking. You’re actually letting your customers drive that and it’s very specific to a particular experience.” Filed under Improving Customer Experience, Building Customer Loyalty, and Customer Retention Techniques.
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