E dopo il Business Case di Customer Experience pubblichiamo un esempio di metodologia di implementazione del Customer Experience Management: qualche spunto in più per le vostre letture estive.

SandSIV has just spent some time revising its internal methodology for helping its clients move through the 5 stages of Customer Experience Management (CXM) maturity. Internally, this is known as the SandSIV CXM Framework.

To coincide with the revision of this CXM Framework, SandSIV has also published a new white paper that outlines the framework. This paper is titled Customer Experience Management That Improves the Bottom Line: A Framework for Implementing CXM, and was written by the SandSIV CEO and IT Visionary Federico Cesconi.

This new white paper can be downloaded from the following URL:

http://resources.sandsiv.com/cxm-framework-blog/

Within this fresh new resource, the entire CXM Framework is laid bare, and a wealth of background information provided, for people who would like to understand how SandSIV approaches the CXM projects it undertakes. The content can be summarized as containing the following sections:

A background to Customer Experience Management – what CXM is, how it evolved, and the top level reasons for implementing it as a business practice.

The CXM framework – what the SandSIV CXM Framework is, and how it is used as a guideline for implementing CXM within an enterprise.

How CXM can be used to improve the business – this includes capturing the Voice of the Customer (VoC) and turning it in to actionable Customer Intelligence that can be used to drive changes to the business.

The benefits of CXM – what the bottom line benefits of CXM are, how it can deliver positive results to bottom line revenues, and raise the quality of the customer journey.

This is only a very basic definition of what is actually presented within the white paper, as this is a 30 page long document. We recommend that anyone who is interested in learning more about the SandSIV CXM Framework, download it from the link below:

http://resources.sandsiv.com/cxm-framework-blog/

By Mac Wheeler