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Tag: Customer Experience Management

Accelerate in Experience|Blog to Inspire|Customer Experience Management

Customer Experience Management: The 5 Success Factors of Your Customer Experience program in 2019

  • Zanna
  • 2018-12-142020-08-12
  • Customer Experience, Employee Experience

On November 14th 2018, I had the honor of presenting my methodology on Forrester’s CX Europe forum. I shared my story along the line of the 5 pitfalls in most customer and employee experience programs. Below you find a short explanation of the 5 pitfalls. And how you can turn them into success factors for your […]

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Customer Experience Management (CEM) v. Customer Relationship Management (CRM) v. Customer Contact Management (CCM)

  • Zanna
  • 2015-10-152019-12-22
  • Customer Experience

Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. While I was designing the post-bachelor Customer Experience Management course recently, I received feedback from one of the market reviewers: make sure your students clearly understand the difference between CRM (customer relationship management), CEM (customer experience management) and CCM (contact center management). […]

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ontwerp Richard Sluijs | webbouw SJT/multimedia