CRM & Customer Experience Management

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.

Related Customer Experience Videos

Brent Leary shares how SMBs are taking advantage of CX strategy & technologies	Esteban Kolsky — describes the integral role of CX in strategic customer strategies

Related Customer Experience Podcasts

Lior Arussy shares the critical success factors when implementing a CX program	Ray Wang advises a framework to deploy CX and supporting CX technologies