Customer-Focused CRM (#CX)

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What Are The Benefits Of CXRM? CXRM helps you manage your relationships with customers, and improve the experience your customers have with your business. Delighted customers are much more likely to place repeat business and recommend your services to others. With CXRM, you can help increase the loyalty shown by your customers. A well-managed customer base will go through a journey as follows:- stop leaving forgive service issues reduce complaint levels buy more buy more often make d... more

How Important is Customer Service?

Stop Paying Lip Service to Customer Service If you don't look after your customers, someone else will! Product quality is assumed. Process efficiency is demanded. However, service excellence is still appreciated and valued. Increasingly, customer service is a leading differentiator. But what is service? How can it be measured? How can it be improved? This series of articles will help you draw some conclusions... Even the best small/medium sized businesses underestimate how important... more

Bridging the Service Gap

Bridging The Service Gap A key benefit of the Customer Service Blueprinting approach is that it provides a platform from which focused and aligned improvement initiatives can be driven, and a context in which business decisions can be made. Many organisations suffer from conflicting initiatives and this is often a result of different parties having different views of the customers’ priorities and being unable to communicate these differences. The Customer Service Blueprint will preven... more

Using a Customer Contact Map And RATER

A Customer Contact Map Can Be Used to Measure our Customers’ Experience Across All Dimensions of Service At All Moments of Truth! This complex picture is called a Customer Contact Map. It can be populated with both qualitative and quantitative information. The information comes from in depth customer interviews, customer surveys, front line staff interviews and actual performance data. As such it covers performance and satisfaction levels, thereby highlighting the customers’ prior... more

Understanding Gaps in Your Customer Service

Service Gaps... A Model ! So... you've defined your service blueprint... you know what the actual customer contact looks like at different Moments of Truth..., so you can understand the gap in your service performance, right? Nearly! There's just one more bit of content than can help us here - an understanding of what a gap in service means, and what causes it. Analysis of the delta generally shows four key gaps which contribute to an overall service gap, as shown below. The last g... more


Downloadable Templates and Examples of RATER Service Model We hope you've enjoyed our articles on managing the customer experience, perfect order score and CRM. Here is a collation of some downloadable spreadsheet templates that go alongside the articles. Contact Map Template RATER Service Blueprint Template It won't take you too long to work out that they are basically the same! But once populated, the contact map will describe the current customer experience, and the blueprin... more

Pricing & Sign Up

Sign Up For CXRM "Possibly the greatest challenge facing a fast growing business is the management of its information. The solution provided to ReportSource gave me and my management team a scalable, easy to use, reliable and comprehensive solution for everything from financial forecasting to resource and customer management. This solution enabled ReportSource to project ourselves into the marketplace like a company 100 times our size; it was an essential element in our growth and succes... more

Perfect Order Score Example

Your service might be worse than you think! Consider the example "Perfect Order Score" below. This small consumer goods company was measuring its "complete and on time despatch" to customers at 95%. Setting aside that most customers are more interested in when goods arrive than when they're sent, this doesn't sound too bad (though 99.9% would be better). The Perfect Order Score reveals, however, that less than 40% of orders were going through the system without co... more


How Can I Implement CXRM? CXRM functionality is designed to be adopted at a pace that suits your business and objectives. You can choose the path that suits you – to give you the best balance off between time, cost and benefits. Step-by-Step Most CXRM users take this route. Starting from the customer, you can rapidly put in place core service pathways or processes that improve the management of target segments of current and prospective customers - for example, "the sale, ins... more

Privacy Policy

Privacy Policy Here at CXRM we respect your privacy. As part of the normal operation of any website, certain information gets gathered automatically - it's only fair that we tell you about it. And of course, if you sign-up and we ask for any details specifically about you, we have a particular duty to treat that information with care that you would expect. If you have any questions about this privacy policy, please contact us: Click here for our contact details. We are registered with th... more

Different Approach

CRXM: Customer-Driven and Customer-Focused Most CRM solutions are too internally focused, and so is the way they are implemented. The approach to adopting CXRM, and getting value from the software, is different. CXRM starts from the customer. You might begin by putting in one or two core service pathways or processes that improve the management of target segments of current and prospective customers. This allows you to adopt the system at a pace that suits your business and immediate prior... more

CXRM Software

CXRM - putting the X in CRM CXRM is online software that helps you manage your relationships with customers, and optimise the experience your customers have with your business, in order to improve customer loyalty and business results. CXRM includes the functionality you would expect from a traditional "CRM" solution, plus features that align the internal business processes in your company with the experience you aspire to deliver to your customers. CXRM can help you implement the ... more

CX Directory

CX Directory CXRM is online software that helps you manage your relationships with customers, and improve the experience your customers have with your business. In developing our software and working with customers and partners on implementation, we come across a lot of interesting and innovative firms that provide complementary services. In this directory, we're delighted to profile some of them. Management Consulting: Comotion is a hybrid consultancy/agency focused on building cus... more

Customer Experience IQ

Customer Experience IQ Online marketing research software and service focused on customers' opinion mining, voice of customer analysis and customer satisfaction measurements. We refine data, mined from the web, into intelligence you can act upon to reduce time to market, lower promotional costs, improve ad effectiveness, and more. Geography Covered:US, India, Australia, UK, Canada, New Zealand... more

CRM Overview

Managing Customer Relationships and Improving Sales Performance One of the core aspects of CXRM's online software it its ability to provide a simple-to-use CRM (Customer Relationship Management) system to its users. But what in practice does this mean? What is CRM? In fact CRM is a mixture of things. It's often seen as just managing your sales "pipeline"; allowing you to see what work is on the horizon, what's in progress and what's been delivered. Traditionally the... more


Clicktools Clicktools enables you to collect customer information through surveys, scripts, and forms, and then centralize that data in your CRM system. Clicktools is the leading provider of premium, Cloud-based survey software for businesses. We live by the brand promise to help our customers better understand and serve their customers. Since 2001, the Clicktools solution has enabled organizations to improve customer experience by collecting, centralizing, and acting ... more

Defining the Ideal Service With a Blueprint

Defining a Customer Service Blueprint In the last few pages, we have defined a language to describe customer service and a Contact Map tool for capturing the customers’ experience at each Moment of Truth (MOT). The next step is to define the targeted service level - what we aspire to reach. We can do this using the same language and the same measurement tools - so our Customer Service Blueprint is simply the Customer Contact Map that we seek to achieve - with the required performanc... more

Clear Cell Group

Clear Cell Group Management Consulting: Customer Intelligence, Social Intelligence, Customer Engagement, Loyalty Program Management, Campaign Management Deployment Services Customer Analytics Services Driving Profit through Clear Customer Understanding We are dedicated to helping our clients improve decision-making and profitability; leveraging advanced analytics and customer insights to enable business operations to focus on customers. Geography Covered:USA, Ca... more

Customers Would Pay More For Better Customer Experience

Once again providing an excellent customer experience is a talking point. Zendesk have provided an excellent info graphic illustrating the importance of customer experience and why companies should invest here. One of the most interesting facts was that 82% of people stopped doing business with a company due to bad customer service. Whilst 40% of people began purchasing from a competitive brand because of its reputation for great customer service. These stats only re-inforce the point that cu... more

Why You Should Invest In Customer Experience

This great infographic from Zendesk shows how important it is to invest in your businesses customer experience initiative in the modern day. With some incredible figures such as only 4% of Americans trust advertising as a source for product or service information. It becomes even more important to treat your customers’ right, to ensure you’re getting the best possible referrals and customer retention. Improve Your Customers' Experience CXRM helps you improve the experien... more

Three More Methods To Improve Customer Experience

With countless small businesses competing against one another, great importance gets placed on customer experience. With all the options and choice customers have available these days, it’s important that your business is able to match customers’ expectations. We look at three simple steps your business can take to improve its customer experience; Be Personal – These days a lot of businesses communicate via social media such as Twitter and Facebook, however research shows t... more

7 Great Ways To Improve Your Customer Experience

With customer experience becoming more and more of a priority for businesses, especially for SMEs, it's important to make sure the experience your providing is unrivalled. A great article found at highlights "7 Great Ways To Improve Your Customer Experience". The following list contains the main points; Define your customer experience principles Understand your customers Create an emotional connection with your customers Capture customer feedback Us... more

Are You Stuck And Struggling To Achieve Your Customer Experience Goals? #CX

According to Oracle’s recent Global Customer Experience Impact report, a study of 1,300 senior executives, most organizations seem to be stuck in idle when it comes to achieving their customer experience goals. It says "Inflexible technology, internal challenges and a lack of investment are among the primary factors preventing organizations from delivering the best possible customer experience". Improve Your Customers' Experience CXRM helps you improve the experience your... more

The Cost Of Bad Customer Experience #CX

This great infographic from shows just how much bad customer experience could be costing your business. With a staggering 9/10 U.S Consumers saying they would pay more to ensure a good customer experience. Improve Your Customers' Experience CXRM helps you improve the experience your customers have with your business. Read more about the business benefits of using CXRM. ... more

10 Customer Experience Facts

A wonderful article found at highlights the importance of customer experience in todays day and age. And as we continaully try to improve our own online software to provide a platform to build excellent customer experience, it may be worth highlighting from this article the 10 customer experience facts for 2013 to take note of. According to a CEI Survey, 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consis... more

8 Reasons Customer Retention Increases Profitability

customersthatstick recently released an infographic illustrating customer retention by the numbers, which you can view here. After reviewing the infographic, we can highlight the key reasons why customer retention leads to increased profitability. These are as follows; The cost of acquisition occurs only at the beginning of a relationship: the longer the relationship, the lower the amortized cost. Account maintenance costs decline as a percentage of total costs (or as a percentage of reven... more

CXRM Connecting Customer Experience

Oracle recently conducted research into the shopping needs and expectations of consumers worldwide in an effort to better understand the important of service to the retail experience. The full article can be found at the The main values the study found were; Understanding the value of service Meeting the modern service requirement The store as a differentiator Flexibility and agility of the supply chain Connecting the customer experience Improve Your Customers' Ex... more

Using the Perfect Order Score to Improve Customer Service

Acceptable ontime delivery to customers, but at what cost? “A hundred years ago people thought the industrial revolution had happened, but it has only just begun with the commercialisation of the Internet” Microsoft Whether you're an online only or mixed channel retailer, CXRM can help you get an understanding of your Perfect Order Score so you can make changes that improve your customer service. #perfection ... more

Customer Experience For Small Businesses

Providing a great customer experience should be at the heart of your business. Especially if you want to build customer loyalty and attract new business. For SMEs, customer experience has never been more vital. With having to distinguish themselves from competitors to retain and attract new custom. Providing service excellence should be a key part of your customer experience lifecycle. And it’s your priority to make sure customers are happy with the service they receive. This helps lead... more

Is It Time To Improve Your Cross Channel Customer Experience?

With 4G starting to roll out across the country, it’s clear that mobile trends of shopping online will continue to rise. With 72% of the UK population owning a smartphone and 50% using them to make purchases currently. This means it will be vital that the customer is met with an excellent mobile customer experience. Any modern business that doesn’t have seamless touch points across channels and devices will lose out to its rivals that do, and judging from the stats above, that loss... more

Customer Experience To Become A Priority #CX

An interesting article published on Forrester Blogs discusses why customer experience will become the number one CIO priority. One of the main points it makes in regards to companies and organisations who have a strong customer experience, is that they have their IT teams working alongside the customer experience team which helps deliver an excellent customer experience. Improve Your Customers' Experience CXRM helps you improve the experience your customers have with your business. Read ... more

"It's Not About Satisfaction, It's About Engagement"

According to a recent Gallup poll, which involved retail banking customers, it was found that ‘banks that only consider customer satisfaction – even extreme “top box” satisfaction – are leaving significant cross-selling and up-selling opportunities on the table”, re-enforcing the point made in our previous article about engaging customers and creating emotional attachments with them. Stats from the Gallup survey showed that; Less than half (45 percent) o... more

Creating An Excellent Customer Experience

A recent article on highlights the importance of knowing your customer and their needs when it comes to building an excellent customer experience for them. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, sending constant internal emails and calls to one a... more

CXRM Provides A Platform To Build Customer Experience #CX + #CRM = #CXRM

CXRM is online software that helps create the time to grow and manage your business relationships [#CRM] by providing a platform to build excellent customer experience [#CX]. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, sending constant internal emails and calls to one another. With CXRM each user is able to update and share notes and information on anything, making your business' contact with your custom... more

Tools To Improve Your Customer Retention

A recent article at Beyond Philosphy mentions that is is important to keep the customers you have by providing a great customer experience. Many SME businesses need an efficient online business system to manage their clients and records effectively. Allowing them to build a strong relationship with clients and provide excellent customer experience. CXRM has a wide range of tools to help achieve this ; Tools for sharing information, files and folders across your business A best-practice ac... more

Building Your Customer Experience Model With CXRM

With customer experience becoming more and more of a priority across platforms, it’s important businesses have the right model in place to deal with customers. Here at CXRM, we strive to provide a platform that allows you to manage your customers' experience and help provide an excellent and personalised service. CXRM enables your business to manage interactions with customers across the whole life cycle - from acquisition, to service delivery, to customer care and in maintaining on... more

Does your CRM help you improve customer engagement?

Nearly a decade ago, McKinsey wrote the following: "Although companies are investing record amounts of money in ... customer-relationship-management (CRM) technology... only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded. What's regularly missing, in our experience, is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people i... more

Customer-Focused CRM

Most existing CRM solutions are too internally-focused. In contrast, CXRM puts the customer experience at the heart of CRM (and your business!) - our software has been built from the ground up with a focus on aligning customer experience with the ability to deliver it. CXRM's process engine can be used to map a customer's journey to your internal service delivery processes, to enable customer-centric ways of working and put active customer management at the heart of your business. By ... more

New Customer Workflow? It's Easy With CXRM!

CXRM is an easy system to implement. We do always suggest that you get the basics right first and come to the "bells and whistles" later. Here's a quick "peep" at a whistle. Alacrify - a successful website development company with a reputation for high quality design and friendly service - recently developed a CXRM blueprint for the management of workflows that ensure compliance with new Nominet registrar requirements. Read more here on the background. The steps to d... more

Make Your Customer Experience More Personal #CX

A recent article found at shows that 78% of consumers reported that their most satisfying experience took place when a capable and competent service support representative answered their queries. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, ... more

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