Tag: customer relationship management

Is Customer Experience A Date or a Romance?

Is Customer Experience A Date or a Romance?

If you search for the definition of customer experience, there are many variations; the sum of all of transactions, wowing the customer at every touch point or how a company manages the customer relationship. I have thought a lot about the meaning of the customer experience.  My best description is a comparison; the customer experience …Continue Reading

Why is there no “Customer” in CRM?

Why is there no “Customer” in CRM?

Executives think that because CRM means Customer Relationship Management that it was created to help the customer get more personalized service; quite the contrary.  CRM is a system used primarily for managing a company’s interactions with current and future patrons. Wikipedia defines CRM as technology that organizes, automates, and synchronizes sales, marketing, customer service and …Continue Reading