CSMG provides strategic advisory services ranging from growth and business transformation to ecosystem and business model evolution. Our peerless industry depth and experience, signature strategy and quantitative methodologies enable our clients to make sound business decisions in a complex and ever-changing market.
Success in today’s complex market is largely predicated upon your ability to move your customers from satisfied to loyal and then from loyal to advocate. Cartesian and parent company TMNG Global have two decades of experience in creating satisfied, loyal customers who generate repeat business; lowering customer acquisition costs; and building stronger brand value—which has translated into better financial performance for our clients.
Customer Experience Management (CEM)
The goal of customer experience management (CEM) is to move your customers from satisfied to loyal and then from loyal to advocate. Traditionally, managing the customer relationship has been the domain of Customer Relationship Management (CRM). However, CRM strategies and solutions are designed to focus on product, price and enterprise process, with minimal or no focus on customer needs and desires. The result is a sharp mismatch between the organization’s approach to customer expectations and what customers actually want.
CRM is enterprise-focused and designed to manage customers for maximum efficiency, while CEM is a strategy that focuses the operations and processes of a business around the needs of the individual customer. Today, enterprises are focusing on the importance of the experience and are realizing that building a positive customer experience is a complex undertaking, involving strategy, technology integration, careful orchestration of business models, and brand management
In the converging and evolving communications marketplace, it is no longer business as usual. New technologies, next generation intelligent networks, Cloud-based services, and a demanding customer base all combine to make it challenging to ensure that your customers’ experiences are positive across all touchpoints.
Our Approach
Cartesian’s approach to Customer Experience Management is a disciplined methodology to comprehensively manage a customer's cross-channel exposure, interaction and transaction with a company, product, brand or service. Our Customer Experience Management practice is built upon two decades of success in CRM planning and implementation; network and operational service assurance; and self care and contact center assessment and optimization experience.
Our approach incorporates customer data management and data analytics to effectively predict Customer Lifetime Value (CLV) and the establishment of SLAs and KPIs. And, as operators develop new services, which may be syndicated by third parties, the ecosystem and service delivery value chain expands and creates serious challenges for effective Customer Experience Management. Our approach incorporates service syndication and cloud-based services, which are rapidly gaining acceptance.
We understand that the complexity and diversity of the customer experience, and when coupled with new technologies pushing customer requirements beyond what legacy systems were designed to manage, effective customer experience management requires a totally holistic approach. Our solutions are comprehensive, providing strategies, process models, and information technologies in order to design, manage and optimize the end-to-end customer experience process.
Our Customer Experience Management practice incorporates:
