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Customer Experience Management Webinar: November 12

ISM Review of CRM People/Process/Technology issues

A hot topic gets hotter in today’s crowded marketplace

By: Barton Goldenberg, Founder & President, ISM

Wednesday, November 12th, ISM and Infor, a leading provider of business application software, co-sponsor a webinar – Customer Experience Management – a HOT topic that gets even hotter as customers “complain” about the marketing, selling and servicing process of many organizations with whom they interact.

Customer experience management (CEM) focuses on understanding the experience at each step of a customer’s journey. There are two parts to this journey.

The first is the experience the customer or prospect encounters when dealing with your organization (getting onto your Web site to learn about your products/services, ordering them, receiving them, using them, and/or resolving issues associated with them).

The second is the activities your organization needs to accomplish to sell to and service its customers profitably (preparing what will be shown on the Web site, providing an easy-to-use ordering capability, ensuring outstanding delivery of your products/services, and efficiently resolving issues associated with the use of your products/services).

A customer moment of truth occurs when the customer-initiated journey step and the organization-initiated journey step are in harmony. The more moments of truth, the better the customer experience.

I encourage you to join Jennifer Noonan, Director of Business Consulting, Infor, and myself as we discuss how your organization can effectively manage your customers’ experience – a win-win goal.

For more information on the Customer Experience Management Webinar, click HERE.