About Perfect CEM

About The Perfect Customer Experience Knowledge Center

The perfect customer experience is one which results in customers becoming advocates for the company, creating referral, retention and profitable growth.

The purpose of The Perfect Customer Experience Knowledge Center is to help business decision makers better understand how to provide a perfect customer experience across a broad spectrum of industies, including – manufacturers, healthcare providers, insurance firms, software developers and service providers, banks, professional services companies, transportation (air, sea, rivers and land), utilities that often have monopolies over their customers, and even our government leaders.

The Customer Experience Knowledge Center Content Strategy

Dale Wolf

I began this for my side-business (CxInstitute) and the site has been in continuous operation since 2005. It is now made available with the support of sponsors Cincom Systems (enterprise software), Compass Clinical Consulting (clinical process management guidance to hospital leaders) and Astadia (the ultimate resource for cloud computing and the leading installer of Eloqua Marketing Automation Solutions). Originally built on Typepad, we have now moved all our content to a WordPress platform. The original site is still available on Typepad if you prefer to go there … but all our new content will be posted to the WordPress site.

There are many contributing authors who assist blogkeeper Dale Wolf in keeping this site as one of the top-rated CRM sites: Randy Saunders, Louis Columbus, Calissa Kummer, Jeanne Bliss, Steve Kayser, Shaun Smith, John Todor, Al and Laura Ries. We thank them for their contributions with thoughtful writing.

Our new content will focus on the following categories :

  • The Mandate for Change
  • Understanding Customers
  • Designing the Experience
  • Deploying the Experience
  • Touchpoint Communications
  • CEM Solutions

The Expert Access Newsletter

As part of this educational service, we encourage you to subscribe to the award-winning Expert Access newsletter, now in its seventh year of continuous bi-weekly publication, with a circulation over 115,000 subscribers. Noted writer Steve Kayser, editor of Expert Access and PR Director for Compass Clinical Consulting, covers stories from many points of view so that every reader can take at least one great idea from each issue.

Register for the newsletter here.

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