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Customer Experience Management: Transforming Marketing ROI
Anoop SahgalDigital Marketing, Adobe Systems
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Establishing meaningful conversations
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CEM changes the conversation
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Questions businesses must consider with CEM:• How does the customer feel about your brand during the entire lifecycle?
• Do you understand each customer’s needs?
• Are you providing timely, contextually appropriate content?
• Are you delivering them at the right time and through the right devices and channels?
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Marketing from the customer’s point of view.
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Don’t overthink CEM.Become more relevant.
Be more engaging.
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Making sense of data overload:6 tips to get started with CEM
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1. Avoid over-analyzing CEM
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2. Think total experience.
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3. Be responsible.
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4. Resource appropriately.
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5. Additive, not exclusive
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6. Spend wisely and invest in the relationship.
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Companies that embrace these approaches will find themselves building a
pool of longer-term customers that truly empower and support them to grow their
market share and continuously shape and define their products and brands.
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