Customer Experience Management: Will It Ever Challenge Its Rich Cousin CRM?
Recently Customer Experience Management (CEM) has started to get more profile but it is still just a good idea emerging into an area of marketing thought currently dominated by Customer Relationship Management (CRM). CEM is currently a poor cousin to CRM. If it is to grow up and become a powerful business tool it must move out of marketing and directly link itself to business outcomes in these four key areas.| Comments on article "Customer Experience Management: Will It Ever Challenge Its Rich Cousin CRM?" | |||||||||
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