Meaning ● Customer Perception Management (CPM) for Small and Medium-sized Businesses (SMBs) centers on strategically influencing how customers view the company, its products, and its services. Within the sphere of SMB growth, this involves actively monitoring customer feedback, using automation to personalize interactions, and implementing systems to enhance brand image, often tied directly to measurable sales performance gains. ● Properly managed CPM recognizes that a customer’s perceived value directly impacts purchasing decisions and long-term loyalty, requiring SMBs to proactively shape this perception. In an increasingly digital landscape, automating key touchpoints – from initial inquiry to post-purchase support – ensures consistency in messaging and responsiveness, critical for maintaining a positive image. Implementation of CPM strategies also involves adapting business models based on gathered insights, to align with and improve customer expectations.
