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CEMax Posts

All resources for customer experience management on one page including, blog posts, news, and more

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Author: zivr01

CEMax is offering a complete customer experience management solution: measuring, monitoring, managing and improving the customer’s experience. CEMax makes it easy for companies and CX professionals to uncover and understand what matters to your customers, so you can improve customer experience results. With CEMax you can improve customer loyalty, reduce churn, increase cross-sell and upsell, and increase Customer Lifetime Value. [vc_empty_space height="30px"][qodef_blockquote text="CEMax’s solution helps...

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[vc_row][vc_column][vc_column_text]A good customer experience encourages loyalty, while a poor customer experience can put relationships at risk resulting in reduced wallet share and defection. The case study example below illustrates the value generated by a CEM system:[/vc_column_text][vc_empty_space height="30px"][qodef_blockquote text="The lost business from the non-complainers with a poor experience alone accounted for $19.6 million in lost revenue per year"][vc_empty_space height="30px"][vc_column_text]The diagram on the next page illustrates a...

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The food group partnered with CEMax and used its CEMax CEM application to solve complex consumer service needs. CEMax CEM solution replaced the food group’s current Siebel CRM solution, different EFM solutions and a tailored solution for issuing product replacement statements. Other disparate solutions were integrated into CEMax’s solution creating a single source of truth for consumer experience and a robust repository for analytical insight....

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A good customer experience encourages loyalty, while a poor customer experience can put relationships at risk resulting in reduced wallet share and defection. The case study example below illustrates the value generated by a CEM system:...

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Feedback is an important part of the real time, adaptive enterprise that is able to react quickly to changes in the environment. However, before an enterprise can manage the experience, it needs to have a customer-centric vision and strategy as well as the right collaborative culture for delivery. Enterprises also need the support of customer processes, information, technology and enterprise metrics to deliver it consistently....

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The idea at the center of CRM can be stated in the following way: Every time a company and a customer interact, the company learns something about the customer. By capturing, sharing, analyzing and acting upon this information, companies can better manage individual customer profitability...

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An enterprise's reputation — its brand — is no longer built solely via mass media. It is also built at customer touch points. Whenever customers come into contact with an enterprise, they experience what it is like to deal with that organization and form an opinion — good, bad or indifferent...

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