Best Practices in "Customer Experience Management (CEM) and Feedback Management"

Sponsored By: Questback, Tealeaf, eGain, Parature, Birst, and CDC Respond

One of the most compelling business concepts to emerge in the past few years is the strategy of customer experience management (CEM). Its proponents see CEM as the guiding principle for creating customer-centric organizations that manage all aspects of customer interaction with a company or its brands, products, or services. CEM seeks to exceed the scope of customer service and to engage customers at a higher level of interaction.

Customer feedback, Web self-service, business intelligence, knowledge management, measuring and improving metrics-all are meaningless buzzwords: Customers and prospects will judge your company by the experiences they have with it. Increasingly, customer experience is determined in the absence of your best salesperson or customer service representative, and the innovative implementation of technology solutions is what will determine how your company is perceived in the market.

The six perspectives included in this special section will undoubtedly trigger your own thoughts on how to improve your company's efforts to manage your customer experiences.

Themes included:
-Practical approach to driving sales through CEM and Social Networking
-5 Best Practices to transform online Customer Experiences
-Web Self-Service Experience
-Top 10 Customer Support mistakes and how to avoid them
-Turbo-Charging your Service Organization
-Enterprise Feedback Management