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Got CXM? Why customer experience management isn’t just a nice-to-have for strategic account management

Strategic Account Management Association

SEPTEMBER 11, 2020

In strategic account management, companies have to address the never-ending question of how to differentiate themselves and gain market share. I’m talking about customer experience management (CXM), which I would argue may be the single most important investment a company can make in today’s cut-throat business climate.

CXM 520
CXM Account Management Customer Experience Management 520
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Chief Customer Officer Strategy: Dispensable Playbook or Most Valuable Player?

Customer Think

MAY 8, 2023

Chief Customer Officer strategy varies widely, with a mix of defense and offense playbooks. Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC).

CXM 77
CXM Onboarding Account Management Customer Experience 77
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