Edwin Best CRM & Cx
CX management platform Cemantica
Your CRM in line with Customer experience (CX) for engaged employees and customers..
The economy evolves through the service economy to the experience economy. Nowadays, the customer – B2B, B2C, B2G – expects a combination of a product or service with a brand-related experience. The customer experience is increasingly becoming the distinguishing part of the decision-making process. Both for new business (referrals) and for a renewal of an existing business (experience). But; How to manage the CX strategy? How to manage the different CX initiatives like the different journeys, the VoC, the ROI and analytics? There comes a CX management platform in, Cemantica: A CX platform which reflects the needs of the changing customer demands. Edwinbest.org is a proud global distributor of Cemantica. Read on!
Cemantica – Cemantica>> – is a single – scalable – CX platform brought to you by CCXP professionals;
An end-to-end CX platform, from strategy to execution. Start with journey mapping as a first step and then manage the outcomes. Connect your VoC data directly in your maps. And finally, open the ROI module to calculate the financial impact of your CX projects.
- CXPA CX framework supported by Cemantica
- Approach Edwnbest.org
- More information
1. CXPA CX framework supported by Cemantica
The heart of customer-oriented business, the Customer experience strategy. In the picture above you see the CX framework of the CXPA (Customer Experience Professional Association). More information CX Strategy>>
This framework has 5 pillars, per pilar the translation with Semantica.
What is the Voice of the Customer (VoC), the Voice of the Employee (VoE) and – depending on the situation – the Voice of the Processes (VoP) and the Voice of the Business (VoB)?
With Cemantica, create and manage your customer journey maps and personas. Set up the current state and the future state of the different journey a journeys. Analyze and view the different touchpoints along the journey; Which ones are the moments of truth, which one causes a bad experience and turn them in CX improvement initiatives. Identify customers and their sentiments along the journey.
Providing the right, brand-related, experience through every moment of the customer journey.
Here comes the Cemantica CX Program Management module in. After you mapped the customer journeys and analyzed the customer sentiment, address the CX improvement initiatives; Manage the initiatives with a Agile Scrum approach (with for example a Jira connector for the Jira Scrum backlog). Or turn into a project plan including the related tasks.
Linked to the Experience, the design and management of customer satisfaction surveys. Which target groups to ask in what way and with what frequency? Questioning using which method (CET, NPS, CSAT)? How to manage and interpret the outcome?
Integrate VoC data into the journey maps (CXPA framework pilar Understand). Once the customer journey mapping has taking place in the Cemantica platform, you can go one level deeper by integrating the different VoC data into the journey maps (in real time.) To establish this there are more than 70 connectors available (for example different CRM vendors, Qualtrics)
Determine the quick wins and mid term wins.There are standard dashboards available to analyze and share the CX performance
What experiences do we want to offer, which customer service concept is appropriate for this?
Based of the outcome and findings (CXPA framework pilar Measure and ROI), create innovative service concepts and drive continuous (CX) improvement initiatives. Manage the ROI by sharing and measuring the financial impact of the initiatives.
A customer centric culture with the customers and employees in the heart of the business.
With Cemantica create awereness and commitment by means of the platform. For example awereness and commitment for breaking down silo thinking. Share and show the impact and results of the CX strategy.
Edwinbest.nl always offers a tailor-made approach linked to context of the CX challenge.
The main steps are:
- what is the CX challenge?
- what is current state of CX?
- what are the CX management platform needs?
- approach, for example:
- a workshop to determine the needs and establish commitment
- together with Cemantica, an interactive session and or an interactive demo
- a demo trail guide by edwinbest.org
- investment in Cemantica including the related services
I guide entrepreneurs and institutions with the transformation to successful customer-centric business. I manage this by aligning tech (CRM, CX tools) with Customer experience (Cx) for engaged employees and customers. The effect of this? A flexible organization where the employee and customer are central to all facets of the business. Depending on context and issue, the several pathways vary from total projects (from strategy to implementation) to subprojects (a masterclass, a selection of a tech solution).