ClearAction

Valuing Customer Value Management

" Customer Value Management (CVM) is widely undervalued in the way we practice customer experience management (CEM). Excellent resources on the CVM topic abound, yet few executives — and even few CEM professionals — are aware of them. Sometimes CVM seems too quantitative or difficult to grasp or implement, but the companies that have distilled customer [...]

  • Customer Experience Management is More Than Engagement

    " This article is 5th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Duration — Customer experience encompasses the point from which customers become aware they have a need until they say that need is extinct. [...]

  • Customer Experience Management is More Than Engagement

    " This article is 5th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Duration — Customer experience encompasses the point from which customers become aware they have a need until they say that need is extinct. [...]