G-CEM and TOTE-M Form Business Partnership to Launch CEM Evaluation Service in the Netherlands and Belgium


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February 13, 2009 G-CEM, (denotes Global Customer Experience Management) a world-leading Customer Experience Management (CEM) service provider, and TOTE-M, a Netherlands and Belgium based management consultancy today announced a framework agreement on a business partnership encompassing a range of CEM services and offerings including CEM evaluation, CEM assessment and benchmarking services, CEM Process Modeling, X-VOC research studies and CEM experience innovation. The agreement provides tremendous opportunities for both companies to synergize their expertise and engage their customers in unprecedented ways.

Sampson Lee, Founder and President of G-CEM said, “This partnership brings together two preeminent organizations with complementary resources and an unparalleled commitment to experience effectiveness. TOTE-M has solid experience, a diversified portfolio of businesses, regional support and an exciting vision for growth. We are very glad to be partnering with them to capitalize on what we believe are significant opportunities in today’s businesses.”

Widely recognized as a thought-leader in CEM, Mr. Lee invented three U.S. patent-pending CEM methodologies to help businesses create effective customer experience. “We can use our unique and cutting-edge methodologies and tools to establish profitable relationships across a number of businesses. This partnership is also consistent with our global growth initiatives by working with the world’s very best partner to ensure ground-level execution and implementation of our CEM methodologies and to generate measurable business outcomes and returns for our clients.”

“G-CEM constantly sets new standards and is well positioned for continued success in CEM,” said Annemiek van Moorst, Founding Partner of TOTE-M. “When we partner, we seek to create value for both parties in multiple ways and build business relationships that lasts. We see this one exactly the same”.

Furthermore both G-CEM and TOTE-M believe that their clients will benefit from this initiative to share their expertise.

About G-CEM

G-CEM helps companies to create effective customer experience. Their patent-pending methodologies combine the art and science of Customer Experience Management (CEM) in experience innovation and assessment. G-CEM runs the world-leading Global CEM Certification Program in London, Amsterdam, Dubai, Shanghai, Hong Kong, Singapore, Paris and San Francisco with clients from 37 countries in five continents. www.G-CEM.org is the only bilingual CEM portal in the world, serving 117,000 business executives with exclusive CEM white papers, research reports and articles contributed by our 15 International Partners.

Customer Experience Management (CEM) Methodologies
The Branded CEM Method deploys time-tested theories and uncommon principles in a structured approach for experience design and innovation. It evaluates touch-points’ effectiveness in deriving positive emotions and brand differentiation, and improves sales performance by identifying the critical moments during a buying process. The U.S. patent-pending methodologies synergize one another in Service, Marketing and Sales to create an effective experience to your target customers. G-CEM service offerings include: Workshop: Learn Methodologies and Build Process Model; Assessment: Evaluate Touch-points and Identify MOT; Innovation: Design Effective and Branded Experience. For details, please visit http://experience.g-cem.org

Global Customer Experience Management (CEM) Certification Program
The program is designed and co-delivered by 15 G-CEM International Partners from North America, Europe and Asia. Endorsed by 9 leading authorities from different continents, the program has proven success for its international track record, rich content and the complementary expertise offered by different trainers. For details, please visit http://cemcertification.g-cem.org

Customer Experience Awards Program
Since the launch in 2002, the annual awards program is acknowledged as an excellent platform to provide recognition, sharing and learning opportunities for industry practitioners of different disciplines, industries, countries and regions. The judging panel comprises global renowned CEM experts. For details, please visit http://awards.g-cem.org

About TOTE-M
TOTE-M (www.tote-m.com) is an independent management consulting firm in customer management with offices in The Netherlands and Belgium. Our clients recommend us because our consultants are competent, independent and involved. Our mission is to create valuable customer moments.

TOTE-M makes companies more successful by improving the interactions with their customers across all channels. We believe that the future belongs to organizations that are able to create valuable and authentic encounters that are personal, memorable and enduring. The secret is the ‘click’. Connecting the customer is fundamental.

TOTE-M assists its clients to obtain, develop and retain customers on the basis of their brand values at three levels: personal, from customer contact to customer relationship; memorable, from customer need to customer experience; and enduring, from customer moment to customer lifecycle.

TOTE-M helps its clients transforming from a cost-driven customer contact strategy to a customer relationship strategy aimed at increasing the number of promoters. Success of our clients is central in reaching this goal.


G-CEM – Ms. Alice Tse [email protected]

TOTE-M – Ms. Annemiek van Moorst [email protected]

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