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CEM the true version - one view of the customer

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Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously.

CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.

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CEM the true version - one view of the customer

  1. 1. Customer Experience Management A single view of the customer © 1992-2015 www.BPGroup.org
  2. 2. Customer Journey Mapping – what is on the surface, what the customer ‘sees’ © 1992-2015 www.BPGroup.org
  3. 3. Process Excellence, BPM, Process Mapping, IT Systems, Enterprise Architecture, – what is below the surface, What the organisation has to do to deliver the product/service © 1992-2015 www.BPGroup.org
  4. 4. Customer Experience Management a single view of the customer The Customer Experience Management Method™ enables the organisation to organise and align the Customer Experience to Win the triple crown – lower costs, higher revenues, enhanced service simultaneously. © 1992-2015 www.BPGroup.org
  5. 5. www.cemmethod.com © 1992-2015 www.BPGroup.org
  6. 6. Customer Experience Management A single view of the customer © 1992-2015 www.BPGroup.org

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