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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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