If you feel bombarded by the slew of different customer experience management definitions in the market you’re not alone. All too often we find that traditional siloed CRM companies lay claim to offering complete customer experience management capabilities…but the definition of those capabilities changes from day to day. Chordiant believes the goal – and hence definition – of a truly intelligent customer experience management strategy should be to maximize the lifetime value of a company’s customer base.
Companies can no longer be content with minimal outbound sales discussion improvements or slight customer retention improvements. Today’s economic and environmental factors are so dire – brand hopping, erosion of customer trust, economic pressures on companies to do more with less and meet shorter product windows — that the smart companies are setting longer term goals that focus on holding more intelligent conversations that extend the value of the customer to company relationship – think marriage, not dating…
— Ray Gerber, SVP and CTO
