“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?” Not quite. While it may be true…
Customer Experience
Customer Experience
In order to gain and retain customers today you need to focus on creating engaging experiences. Check out these customer experience tips and best practices.
Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s…
Customer Experience
Companies utilize different methods of engaging with their customer base. While some firms employ comprehensive programs to gather input from…
Customer Experience
It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer…
Customer Experience
I recently stopped by for dinner at a favorite local burger joint in my hometown of Orlando, FL. The restaurant…
Customer Experience
The cost to acquire a new client is five times more expensive than retaining an existing one. For your professional…
Customer Experience
Translation is the type of work that requires patience and coordination with others who have a deep sense of the…
Customer Experience
Before you dive into copying the latest trends for your business-to-business customer experience strategy, here’s a way to make smart…
Customer Experience
For those just joining my blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer…
Customer Experience
How much of your precious time is spent answering phone calls, managing your calendar, and following up on projects? What…
Customer Experience