Customer Experience Management Vs. Customer Relationship Management


 
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Customer Experience Management Vs. Customer Relationship Management
Glenn
I saw this comparison of CEM vs. CRM:
CRM: left brain, focuses on customer's value to enterprise, systems and interactions, functional value.
CEM: right brain, focuses on enterprise's value to customer, people and interactions and emotional value.
In other words: CEM is what CRM should have been or should be.
Do you agree or is CEM just a buzzword for CRM?
 

 
CEM versus CRM
Harry Klein, Consultant, United States, Member
When CRM started the apps were mainly sales management tools. Yes, I agree with the comparison. The good news is that we're seeing customer centricity...Sign up
 

 
CEM versus CRM
Cameron Johns, Consultant, Australia, Member
It seems that CEM is more front line and day to day while CRM is more of tracking your long term interactions with clients and customers.
...Sign up
 

 
Customer Experience Management Versus CRM
Ravi Krishnamurthy, Consultant, India, Member
There is a very fine difference between CRM and CEM with CRM being a subset within the CEM umbrella. CRM involves a person to person engagement across...Sign up
 

 
Customer Experience Management versus Customer Relationship Management
Jaap de Jonge, CEO, Netherlands, Editor
I'd say both are management concepts emphasizing the importance of the customer in everything we do in business. I am not sure one should be seen as p...Sign up
 

 
 


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