Customer Experience Management (CEM) is the practice of actively listening to the Voice of the Customer through a variety of listening posts, analyzing customer feedback to create a basis for acting on better business decisions and then measuring the impact of those decisions to drive even greater operational performance and customer loyalty. Through this process, a company strategically organizes itself to manage a customer's entire experience with its product, service or company. As important, CEM allows a company to tap into a unique set of cost savings and revenue drivers that can deliver greater profitability in all aspects of operations, analysis and strategy.
Text analytics provides sophisticated Customer Experience Management programs with voice of the customer sources from across the enterprise, organizes it for use by the individual business owners and then delivers the findings back across the enterprise for action. More information about the Clarabridge CEM Process can be found on our resource page.
The CEM Process consists of 5 steps as shown in the diagram below.
- ClarabridgeCustomer Experience Management (CEM)
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CEM FOR Product/ service management
Develop customer-centric products and services
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CEM FOR
marketing
Build customer loyalty
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CEM FOR
service delivery
Drive towards greater customer satisfaction
Key Benefits
Companies that distinguish themselves through excellence in customer experience consistently appear in top industry rankings, maintain their competitive advantage and most importantly – build their bottom line.
Clarabridge's award-winning text analytics software gathers all textual information from a company's internal and external sources and restructures this untapped data to reveal important and actionable voice of the customer data. Through this technology, Clarabridge provides the bridge between corporations and consumers that enables the real power of CEM.