Strategic Account Management Association

SEPTEMBER 11, 2020

In strategic account management, companies have to address the never-ending question of how to differentiate themselves and gain market share. I’m talking about customer experience management (CXM), which I would argue may be the single most important investment a company can make in today’s cut-throat business climate.

CXM 520

CXM Account Management Customer Experience Management 520

Customer Think

FEBRUARY 1, 2024

In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM). As I write and talk about CX (Customer Experience), CS (Customer Service and Customer Success), and CXM, I continually realize there is still […] CX Metrics are a big part of new CX wisdom for 2024.

CXM 113

CXM Customer Experience Customer Success Management 113

Customer Think

MAY 7, 2024

Sprinklr Surveys competes directly in the CFM market and integrates solicited customer feedback with Unified-CXM data for enterprise clients

CXM 64

CXM Management Marketing 64

Zendesk

APRIL 9, 2021

CX management can help businesses meet customer expectations and provide positive experiences. What is CX management? One way some brands attempt to get a handle on everything is through CXM, or Customer Experience Management. CX management can help businesses meet customer expectations and provide positive experiences.

CXM 98

CXM Customer Experience Digitalization Meetings 98

Customer Think

MAY 8, 2023

Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC). Offensive plays are in Customer Success, Onboarding, Education, and Operations; Qualitative VoC, Data Mining, and Analytics; Account Management, Journey […]

CXM 78

CXM Onboarding Account Management Customer Experience 78

Customer Think

JANUARY 20, 2024

In an immature field like Customer Experience Management, there are plenty of new things to discover! Here is the first part of 24 superior CXM […] What do you know today that was unknown to everyone a year ago? When I’m writing, presenting, teaching, and discussing customer experience (CX), I often realize a new CX truth.

CXM 69

CXM Customer Experience Management 69

Zendesk

NOVEMBER 29, 2021

You can enable access for your entire company, or select individual support agents to manage customer data. Sutherland CXM Agent Success (Support) helps contact center agents engage with your customers more effectively. Agent from Foqal (Support) helps you manage Slack conversations from Zendesk.

CXM 105

CXM Small Business B2B Management 105