Using a well-defined framework for the implementation of Customer Experience Management can help companies intelligently listen to its customer’s needs and requirements.
In response to such needs, SandSIV, a Swiss based expert in the field of Customer Experience Management (CXM), had previously rolled out framework for implementing CXM successfully and just recently the company has updated this CXM Framework to keep pace with their customer’s needs.
Jukka Hekanaho, CXO and Head of Consulting for SandSIV, explains that, “We first put this CXM Framework together as an internal process document, one that the consulting team could use as a point of reference. Recently, we felt it required a refresh, and as part of this refresh we decided to release it as a public document as well.”
CXM framework practically helps users to deliver bottom line benefits to the business, including financial performance. Also, good CXM programs have a direct impact by increasing revenue while reducing costs. CXM promises to reinforce the business by providing valuable insight into the customer and the business environment.
SandSIV took two years to develop a framework for implementing CXM successfully and this framework is ideal for companies looking for smooth move through the five stages of Customer Experience Management development. The new framework allows businesses to react to the real needs and wants of their customers.
SandSIV has now updated the CXM Framework and has also detailed out a step by step guidelines by publishing a new white paper that fully explains the framework. The white paper is titled Customer Experience Management That Improves the Bottom Line: A Framework for Implementing CXM. This resource is freely downloadable at the following URL:
http://resources.sandsiv.com/cxm-framework-press/
Written by the SandSIV CEO and IT Visionary, Federico Cesconi, the framework defines what the SandSIV CXM Framework is, and ways to implement Customer Experience Management within the enterprise, while bringing in the required modification. It also shows the ways to measure the success of CXM projects and also safeguard ROI.