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 CXM.tv Marshall Lager

CRM & Customer Experience Management
CX

Customer Experience and Its Ties to CRM & Social CRM

Customer Experience Management (CXM, CEM or CX) compliments Customer Relationship Management (CRM) and Social CRM. This conversation with CRM consultant and expert Marshall Lager examines how CX is disrupting the CRM market, describes the CX business opportunity, explores why CRM needs CX is order to create a customer-centric business model, and highlights how businesses such as Zappos and Starbucks lead their competitors not based on their products or prices but on the experiences they craft and deliver with each customer interaction and across every customer channel.

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