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Are you experienced?

Posted by MyCustomer in Customer intelligence, Customer experience, Marketing, Technology on Wed, 01/08/2007 - 06:03

By Neil Davey, editor

In the last 18 months or so, any number of experts predicted that 2007 would be the year of customer experience management (CEM). The hype machine went into overdrive as CEM was paraded as the strategy to turn CRM’s promises into reality.

Fierce customer loyalty? Check. Positive word of mouth referrals? Of course! Lower customer service costs? You got it!

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Customer strategy poll

What are your strategies for success in the credit crunch?
Concentrating on existing customer retention
6%
Focusing more on acquiring new business
6%
A mixture of customer retention and new business acquisition
81%
We don't have a specific strategy
6%
Total votes: 16