What is Client Experience Program Management CXM/CEM?

(We use the terms customer and client interchangeably in this article.)

TLDR: An AE firm captured $8.5 million in trapped client revenue, lowered it’s cost of client acquisition, dramatically improved its employee engagement rate, stabilized its proposal/win rate and created an employment brand that has virtually eliminated its recruitment challenges, all by implementing a strategic client experience (CX) management program.


Steven Keith

Founder of cxpilots.com, a service design firm that creates Relationship Design Tools for CX.

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