Self-Assessment
Will 2025 CXM Be Smarter?
Modernize your CXM strategy to multiply value
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25 Ways CXM is Smarter Now
How to Multiply CXM Value
1) Support (CS) is a value center
reduce negative word-of-mouth diluting your Marketing, risk prevention (bans, lawsuits, etc.). (See How CX is Smarter: CX Value.)
2) CS has extensive untapped value
3) 9700% CXM ROI is possible
4) Greatest CXM savings from pebbles
5) NPS is not your primary KPI
6) CX data informs; patterns inspire
7) Percentages motivate action
Percentages show managers how much is at-stake with the status quo or by taking action. (See How CX is Smarter: CX Metrics.)
8) 24 ROI metrics drive financial ratios
9) Gold metrics drive 20 growth metrics
10) Maximum lifetime value is CXM aim
11) CX = EX = Growth
12) Ask about them (not your brand)
13) Solving causes urgently is pivotal
14) Speak execs' language, not CX lingo
They don’t need to know your equations and methods. Focus on what they can do about CX/EX to impact bottom-line and top-line growth. (See How CX is Smarter: CX = EX.)
15) Facilitate the 6 A's of CX ROI
16) Ideal Customer Profile
17) Brand integrity is a 1-to-1 ratio
18) Benchmark to customers' aims
19) Position CXM as alignment facilitator
20) Silo-smoothing is top CX value
21) Synchronization drives CX maturity
22) CXM is a function, not a program
23) Embolden, straighten, and convert
24) Artificial intelligence dysfunction
25) Your CX Leader is CEO's MVP
When these 24 CXM practices are championed by your CX Leader, value skyrockets for your CEO, CRO, CFO, CTO, CMO, CIO, CHRO, etc. (See How CX is Smarter: CX Strategy.)
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