From CRM to CEM: Taking Your Shared Services Brand to the Next Level

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By Rick Bertheaud and Julie K. Hutchins | Dec. 05, 2011




Effective shared services centers (SSCs) know their performance goes beyond delivering the right services at the right price. It’s also about elevating the internal brand and improving strategic relevance.

This paper addresses how to move beyond customer relationship management to customer experience management and turn customer satisfaction into loyalty, advocacy and higher organizational relevance for shared services.

Read From CRM to CEM: Taking Your Shared Services Brand to the Next Level

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Comments

  Paulo Borges de Sousa said: 10/3/2012 8:51:25 AM

This is a great paper and has some great values for all business industries to aspire towards. Thanks for putting this together. Paulo


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