Customer Strategy Management::Define Customer Experience Management Strategy & Plan::Define Policies and Standards for CEM

Define the operating principles of CEM to guide the organization business, legal and regulatory requirements, employee conduct, information security, and financial integrity, amongst other topics. There may be a single policy covering all of these areas in broad terms, or separate polices for each one. A well-written CEM policy will provide stakeholders and employees with an operating framework that supports the goals of CEM. CEM policies are written and approved by the executives in the marketing or CRM department. They are mandatory for all employees and contingent staff.<br/>Standards provide the rules and controls that will help enforce CEM policies. They are what all employees must do to adhere to the company CEM strategy and policies.<br/>Standards may be company specific and even though they may be internally developed, they are typically based on industry best practices. Following company standards is mandatory.<br/>