- AKAM
- Membership
- Member resources
- Understanding Key Account Management: papers and articles
- Steering the customer experience
Steering the customer experience
By Diana Woodburn | July 26, 2021 |
Customer Experience Management (CEM) is a pragmatic way to help your organization become more customer centric through understanding and acting upon the customer’s needs. Michael Widing uses his 20 years’ experience to explain the 3-step process to debrief customer insights from the frontline and bring them straight back to all the support functions and top management. It’s very much in the interest of key account managers to promote the Listen (and measure) – Understand – Act process.
The rest of the organisation needs these data-based insights to understand what to prioritize to improve the customer’s experience and make it easy to do business with you. Numbers talk louder than words!
Recent Posts
Archives
- September 2023
- August 2023
- July 2023
- June 2023
- May 2023
- April 2023
- March 2023
- February 2023
- January 2023
- December 2022
- November 2022
- October 2022
- September 2022
- August 2022
- July 2022
- March 2022
- January 2022
- July 2021
- May 2021
- January 2021
- December 2020
- November 2020
- October 2020
- September 2020
- August 2020
- July 2020
- June 2020
Categories
- 4th Annual Conference
- Academic Advisory Board
- Academic Advisory Board
- Account Plans
- AKAM News
- AKAM Workshops & Conferences
- Bulletin
- Buyers/ buying
- Case Studies
- Competencies
- Conference
- Corporate KAM
- Corporate members
- Diagnostics and tools
- Dublin 2022
- Finance
- Finance in KAM
- KA Strategies
- KA Teams
- KAM communications
- KAM of the Year
- KAM Programmes
- KAM research
- Key account customers
- Key account manager role
- Key account managers
- Key account strategies
- Key Accounts
- Managing key account managers
- Marketing
- Meeting
- Member Resources
- Member Webinar
- Members Blog
- Metrics
- Open Webinar
- Organisational KAM
- Other
- Paper
- Papers and articles
- Podcasts
- Programme Directors Forum
- Relationships
- Sustainability
- Technology/ Digitisation
- Tools
- Value Creation
- Valuing Accounts
- Video Views
- Web KAM
- Webinar
- Webinar Resources
- Workshop & Meeting