THE CEMMETHOD IS NOW IN VERSION 15 and contains more than 50 tools, techniques and concepts
Ref |
Abbreviation |
Description |
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 |
BOBC BR BRT CF CA CCAT CEX CXA CXRM CXD CXJ ABACUS CXLM CXMO CXM CX6 COBC CPL DF DFC DFI DFS 4EA FSCX HO HOT KCO MOT MOTAP MOTL MOTO MOTT NSAT NSM OITAM ORCA ORM OSD OIAP OIDF OID OIIL OIMP OISAM OISCS OISM POF POFAP POFDOC PRI PPL RAGA RET RIM 6Si SCO SCOC TC TCV |
Business Outcome Based Costing Business Rules Business Rules Type Causal Flow Customer Attributes Customer Categorization Customer Expectations Customer Experience Audit Customer Experience Diagnostic Relationship Map Customer Experience Diagnostics Customer Experience Justification Deck Customer Experience Lifecycle Elements Customer Experience Lifecycle Map Customer Experience Management Office Customer Experience Map Customer Experience Six Measurement Customer Outcome Based Costing Customer Performance Landscape Disruption Factor Disruption Factor Chart Disruption Factor Improvement Disruption Factor Status Four Es Approach Future State Customer Experience Handover Handover Type Key Customer Outcome Moments of Truth Moments of Truth Action Plan Moments of Truth Level Moments of Truth Owner Moments of Truth Type North Star Alignment Template North Star Metrics OI Task Activity Map Organization Readiness & Competence Assessment Organisphere Relationship Map Organisphere Structure Diagram Outside-In Action Plan Outside-In Dash Framework Outside-In Dashboard Outside-In Innovation Landscape Outside-In Migration Plan Outside-In Stakeholder Assessment Matrix Outside-In Strategic Control System Outside-In Strategic Matric Points of Failure Points of Failure Action Plan Points of Failure Documentation Proactive-Reactive Index Process Performance Landscape Red, Amber Green Analysis Risk Evaluation Table Risk Impact Matrix Six Step Innovation Successful Customer Outcome Successful Customer Outcome Canvas Triple Crown Triple Crown Value |
For a full explanation of each concept please visit: CEMMethod concepts.
Customer Experience Management (CEM or CXM) is a strategic and operations approach used most commonly as a competitive differentiator. It involves aligning every aspect of an organisation towards the delivery of customer needs and successful outcomes no matter how far removed the customer is perceived to be.
This includes:
Typically, companies who engage in Customer Experience Management activities outperform those who do not.
Customer Experience Management (CEM or CXM) is a strategic and operations approach used most commonly as a competitive differentiator. It involves aligning every aspect of an organisation towards the delivery of customer needs and successful outcomes no matter how far removed the customer is perceived to be.
This includes:
- Customer journey – what the customer does, expects and feels.
- Customer Interactions.
- Supporting internal process.
- Associated team and hierarchy structures.
- Performance metrics.
- Digital capabilities.
- Vision, mission & strategy.
Typically, companies who engage in Customer Experience Management activities outperform those who do not.