The CXM Programs

The CXM philosophy is supported by a series of processes, models and strategies that will take a business simply and thoroughly into the world of creating Magnetic Customer Xperiences.

The strategies and practices of the team that created cxm.com.au is committed to helping you navigate these key issues:

• What is the real and practical difference between CRM and CEM?
• Why “customer service is dead” and why it can hurt your business to focus on it.
• How to use the Experience Engineering model to design and deliver predictable, robust, planned, profitable Customer Experiences
• Understand why Experience is more critical than Satisfaction and Value
• How to ensure your customers feel appreciated and will rave about your business

Programs are constantly being developed.

• Presentations
• Workshops
• CXM Mentoring
• Full CXM implementation programs

Please click here to get more information about the range of presentations and programs available

CRM or CXM?

Customer service was an important and strategic movement. It promised to change the way we were all treated. We loved it when it worked and the truth is that we all experience ‘random acts of customer service’. Customer service came to be epitomized by the American mantra “Have a nice day”.

Next the revolution was lead by CRM - Customer Relationship Management. This movement was a major advance in gathering useful information about you and I and what our preferences are when choosing products and services. A major industry was spawned that created management tools to gather and manage the plethora of information that was gleaned. Random acts became more frequent. We were happier than customer service and still wanting more in our commercial interactions.

The business world is familiar with CRM, then along comes another new business practice: CEM – Customer Experience Management. The two terms sound close. They both have the words customer and management in them! The difference however between relationship and experience management is crucial.