Improving the Customer Experience by Consona CorporationWelcome, Guest      sign in | register | help


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Research Abstract
Improving the Customer Experience
by Consona Corporation

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Published on: June 14, 2011
Type of content: EGUIDE
Format: Unknown
Length: 10 pages
Price: FREE

Overview:

Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. Customer experiences include not only interactions through traditional channels, such as purchases, customer service requests and call center communications but also, increasingly, through social CRM channels such as Twitter and Facebook. To manage the customer experience, companies need to create a strategy that encompasses all customer touch points across the organization.


This SearchCRM.com expert E-Guide explores effective strategies for helping improve the customer experience through knowledge management tools and various social CRM channels. Read this E-Guide to learn how to integrate and strategize these tools for an improved customer experience.

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