Customer Experience Management (CEM)
Documents, supports, and develops customer experience management strategies, keeping in mind the needs and behaviours of customers as well as customer relationships.
Demonstrates CEM knowledge
Demonstrates knowledge of customer experience management (CEM) processes and interactions
Gathers information for CEM programme, including best practices, evolving trends, etc.
Lists the steps required for creating a successful customer experience strategy
Aware of the challenges customers face (online and offline), considering the spectrum of customer centricity
Supports development of CEM strategy
Differentiates between CEM and customer relationship management (CRM), considering the underlying intent for both
Supports the development of CEM strategies, keeping the customer at the centre
Conducts research for each step of a customer experience strategy
Documents the challenges faced by customers to create customer profiles, identify areas of improvement, etc.
Develops CEM strategies
Incorporates CRM strategies into the overall CEM programme, keeping the customer at the centre
Develops CEM strategies, considering the short and long-term benefits (drive improvement, customer retention, etc.)
Reviews customer experience strategies, considering the needs and behaviours of customers
Integrates customer challenges into CEM programmes, through customer profiles