CEM Strategy

Companies have come to realize that delivering superior customer experience is the single most important competitive differentiator they have. But they have data silos to tackle and outdated customer data to content with. Delivering high-quality customer experience in real time may also be a challenge. New devices such as wearables and IoT-equipped devices are now supplying data on customer experiences with products and services that need to be integrated, managed and analyzed as well. This topic explores how Salesforce users are integrating data from various channels or encountering challenges in doing so and how they use the Salesforce platform to improve and manage customer experience. From data integration strategies to how companies are improving customer experience by better understanding the customer journey, we explore how CRM is transitioning away treating sales as isolated transactions, toward a more holistic approach of nurturing and maintaining relationships with consumers. This section also focuses on improving customer experience through CEM tools and best practices.

CEM Strategy News

  • March 15, 2018 15 Mar'18

    Salesforce e-commerce gets B2B boost with CloudCraze purchase

    To improve its e-commerce offerings, the CRM company bought B2B commerce product CloudCraze for an undisclosed amount. The purchase will add B2B functionality.

  • December 08, 2017 08 Dec'17

    Salesforce Quip gets a facelift

    At Dreamforce, Salesforce launched a major update to its Quip collaboration environment that enables employees and users to customize the collaboration interface.

  • December 06, 2017 06 Dec'17

    Einstein AI drills deeper into Salesforce clouds

    Einstein AI tools show great promise and are expanding deeper into the Salesforce clouds. Many smaller companies still need some convincing, but have high hopes for the future.

  • January 03, 2017 03 Jan'17

    Three key 2017 technology trends to know

    Predictive analytics, voice-activated devices and artificial intelligence will take shape as significant technology trends in 2017. Some still await further maturity.

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CEM Strategy Get Started

Bring yourself up to speed with our introductory content

  • customer experience management (CEM or CXM)

    Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading

  • customer engagement

    Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness Continue Reading

  • customer journey map

    A customer journey map is a diagram or several diagrams that depict the stages customers go through when interacting with a company, from buying products online to accessing customer service on the phone to airing grievances on social media. Continue Reading

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Manage CEM Strategy

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