Customer Experience Management (CEM)- Customer Retention

practical cem

Q. In practical terms, what are the changes required to implement CEM?
A. CEM requires the rethinking of many basic aspects of the business starting with the definition of the core assets of the company and its organizational experience. Changes are reflected in a variety of aspects; from the kind of people companies hire, to the type of training it delivers, to the type of tools and authorities it provides employees to do their work. It also requires the rethinking of performance evaluation and compensation within the organization.

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