The age of the socially enabled customer is upon us, it has been for some time. Giving the customer voice is now seen as a proven way to build loyalty and extend the reach of the brand. CEM (customer experience management) is the driving force behind this new way in which businesses can reap the benefits offered by empowering the customer.
This paper will attempt to outline the basics of CEM, as well as show how a business case must be developed to support its implementation across the enterprise.
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The Customer Experience Management Business Case
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