CEM & CRM
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Transcript of CEM & CRM
![Page 1: CEM & CRM](https://reader034.fdocuments.net/reader034/viewer/2022052212/55b065071a28abb3288b483a/html5/thumbnails/1.jpg)
At a Café
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After 10 Minutes !!!!!!!!!!!!!!
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After 20 Minutes
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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After 30 Minutes
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Customer satisfaction
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What are our
products?
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Who are our
Customer ?
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LOYAL Customer
Product Development
Process Innovation
Firefighting
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Customer Satisfactions .
The extent to which a product’s
perceived performance matches a
buyer’s expectations.
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But how when it
comes to
implementation?
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RECAP!
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CEM !CUSTOMER EXPERIENCE MANAGEMENT .
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CRM !Customer Relation management .
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Customer Value
The customer’s
comparison between all
the benefits and all the
costs relevant to the
competing offers.
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What Do You Know about The
B-HAG ?
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Engage and Develop Every young
person in the world.
BHAGBIG – Hairy –Audacious – Goal
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How do we Measure The Success
Of The Organization ?
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# Of GIP
Experiences
# Of GCDP
Experiences
# Of TLP
Experiences
# Of TMP
Experiences
Quality of Our Experiences
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NPS ( Net Promoter Score )
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How we Measure The NPS :
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How Do We Attract People
Through That !!??
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WORD OF MOUTH
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Divide into 4 groups.
Each group will discuss the
behaviors and strategies which
should be followed in their booth
to manage their customer
satisfaction.
Write it down and present it.
ACTIVITY
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