�ݺ�ߣshows by User: DCGadmin

�ݺ�ߣshows by User: DCGadmin / http://www.slideshare.net/images/logo.gif �ݺ�ߣshows by User: DCGadmin / Tue, 24 Nov 2015 20:07:35 GMT �ݺ�ߣShare feed for �ݺ�ߣshows by User: DCGadmin The Total Impossibility of Customer Experience Management (CEM) /slideshow/the-total-impossibility-tw-vabridgedpptx-55479304/55479304 thetotalimpossibilitytwvabridged-151124200735-lva1-app6892
Today, we’re told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire until (hopefully) ongoing loyalty. And since “you’re only as good as your last interaction,” no exchange can be neglected, no matter how trivial. There’s only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile and, worse, dangerous and wasteful distractions. In this presentation we’ll look at why it’s crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy, and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence. ]]>
Today, we’re told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire until (hopefully) ongoing loyalty. And since “you’re only as good as your last interaction,” no exchange can be neglected, no matter how trivial. There’s only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile and, worse, dangerous and wasteful distractions. In this presentation we’ll look at why it’s crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy, and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence. ]]> Tue, 24 Nov 2015 20:07:35 GMT /slideshow/the-total-impossibility-tw-vabridgedpptx-55479304/55479304 DCGadmin@slideshare.net(DCGadmin) The Total Impossibility of Customer Experience Management (CEM) DCGadmin Today, we’re told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire until (hopefully) ongoing loyalty. And since “you’re only as good as your last interaction,” no exchange can be neglected, no matter how trivial. There’s only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile and, worse, dangerous and wasteful distractions. In this presentation we’ll look at why it’s crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy, and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/thetotalimpossibilitytwvabridged-151124200735-lva1-app6892-thumbnail.jpg?width=120&height=120&fit=bounds" /><br> Today, we’re told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire until (hopefully) ongoing loyalty. And since “you’re only as good as your last interaction,” no exchange can be neglected, no matter how trivial. There’s only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile and, worse, dangerous and wasteful distractions. In this presentation we’ll look at why it’s crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy, and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence.

The Total Impossibility of Customer Experience Management (CEM) from Digital Clarity Group

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0 J boye 2014 Customer Experience Management & Employee Engagement /slideshow/j-boye14-cem-starts-at-home/34644357 jboye14cemstartsathome-140513180029-phpapp01
Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative – from the tools and systems available, to how they are used, to how employee work and collaborate – is critical to a company’s survival, let alone success.]]>
Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative – from the tools and systems available, to how they are used, to how employee work and collaborate – is critical to a company’s survival, let alone success.]]> Tue, 13 May 2014 18:00:29 GMT /slideshow/j-boye14-cem-starts-at-home/34644357 DCGadmin@slideshare.net(DCGadmin) J boye 2014 Customer Experience Management & Employee Engagement DCGadmin Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative – from the tools and systems available, to how they are used, to how employee work and collaborate – is critical to a company’s survival, let alone success. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/jboye14cemstartsathome-140513180029-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds" /><br> Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative – from the tools and systems available, to how they are used, to how employee work and collaborate – is critical to a company’s survival, let alone success.

J boye 2014 Customer Experience Management & Employee Engagement from Digital Clarity Group

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0 J boye14 workshop CEM Imperative - the right team tools and tactics /slideshow/j-boye14-workshop-cem-imperative-select-team-tools-and-tactics/34644351 jboye14workshopcemimperative-selectteamtoolsandtactics-140513180020-phpapp02
In the workshop, Digital Clarity Group's Cathy McKnight and Scott Liewehr explored the customer experience management (CEM) Imperative and how it impacts the enterprise within the firewall, and the need to shift from an “inside-out” to “outside-in” focus for how employees work in order to support and drive CEM for their organization. In the second part, they analyzed the technologies, skills, and processes that will help employees engage and collaborate, and how to evaluate, select, and assemble the team involved in executing the CEM strategy (internal resources, outside service providers, and vendors).]]>
In the workshop, Digital Clarity Group's Cathy McKnight and Scott Liewehr explored the customer experience management (CEM) Imperative and how it impacts the enterprise within the firewall, and the need to shift from an “inside-out” to “outside-in” focus for how employees work in order to support and drive CEM for their organization. In the second part, they analyzed the technologies, skills, and processes that will help employees engage and collaborate, and how to evaluate, select, and assemble the team involved in executing the CEM strategy (internal resources, outside service providers, and vendors).]]> Tue, 13 May 2014 18:00:20 GMT /slideshow/j-boye14-workshop-cem-imperative-select-team-tools-and-tactics/34644351 DCGadmin@slideshare.net(DCGadmin) J boye14 workshop CEM Imperative - the right team tools and tactics DCGadmin In the workshop, Digital Clarity Group's Cathy McKnight and Scott Liewehr explored the customer experience management (CEM) Imperative and how it impacts the enterprise within the firewall, and the need to shift from an “inside-out” to “outside-in” focus for how employees work in order to support and drive CEM for their organization. In the second part, they analyzed the technologies, skills, and processes that will help employees engage and collaborate, and how to evaluate, select, and assemble the team involved in executing the CEM strategy (internal resources, outside service providers, and vendors). <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/jboye14workshopcemimperative-selectteamtoolsandtactics-140513180020-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds" /><br> In the workshop, Digital Clarity Group's Cathy McKnight and Scott Liewehr explored the customer experience management (CEM) Imperative and how it impacts the enterprise within the firewall, and the need to shift from an “inside-out” to “outside-in” focus for how employees work in order to support and drive CEM for their organization. In the second part, they analyzed the technologies, skills, and processes that will help employees engage and collaborate, and how to evaluate, select, and assemble the team involved in executing the CEM strategy (internal resources, outside service providers, and vendors).

J boye14 workshop CEM Imperative - the right team tools and tactics from Digital Clarity Group

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0 https://cdn.slidesharecdn.com/profile-photo-DCGadmin-48x48.jpg?cb=1568393519 Follow me on Twitter: @cathymcknight A founding partner with Digital Clarity Group, Cathy has a passion for working with clients to maximize their potential for success and profitability by helping them find the right-fit digital technology to help maximize their online engagement and efficiencies, within and outside the firewall. From web content management (WCM) to social to marketing automation platforms, Cathy helps clients understand the value of their online technology and put it to use to embrace their digital transformation from being information based to engagement focused. As an analyst, consultant, strategist, speaker, and writer on topics related to digital content technology... www.digitalclaritygroup.com https://cdn.slidesharecdn.com/ss_thumbnails/thetotalimpossibilitytwvabridged-151124200735-lva1-app6892-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/the-total-impossibility-tw-vabridgedpptx-55479304/55479304 The Total Impossibilit... https://cdn.slidesharecdn.com/ss_thumbnails/jboye14cemstartsathome-140513180029-phpapp01-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/j-boye14-cem-starts-at-home/34644357 J boye 2014 Customer E... https://cdn.slidesharecdn.com/ss_thumbnails/jboye14workshopcemimperative-selectteamtoolsandtactics-140513180020-phpapp02-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/j-boye14-workshop-cem-imperative-select-team-tools-and-tactics/34644351 J boye14 workshop CEM ...