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.
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.
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
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.
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 […]
Customer Think
SEPTEMBER 9, 2021
InMoment bolsters set of customer experience management (CXM) solutions with latest acquisition adding robust natural language processing (NLP), and machine learning (ML) to InMoment's XI Platform.
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.
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