Strativity announces new CEM certification programme
The customer experience consulting firm Strativity Group has announced a new Customer Experience Management (CEM) certification programme, to be launched in New Jersey, USA, at the end of October 2007.
The company set up the CEM certification programme for business executives to help provide both a model and the necessary infrastructure to ensure successful customer experience programmes.
Customer-centric discipline According to Lior Arussy, president for Strativity Group, the certification programme defines CEM as a business strategy that focuses and redefines the business from the customer's point of view.
Consequently, a worthwhile CEM strategy defines value for both customers and employees, and helps organisations deliver exceptional customer experiences. CEM also helps companies to differentiate themselves from their competitors, and usually results in higher revenues and profits, according to Strativity.
Programme coverage The interactive CEM certification programme covers issues such as:
- Customer Experience design methods;
- Customer segmentations;
- Loyalty and financial models;
- Employees' experience and engagement;
- Voice of customer methods;
- Organisational alignment.