CRM and CEM: Two Sides of One Coin
While most people will be familiar with the acronym ‘CRM' (Customer Relationship Management), they may not be as familiar with CEM (Customer Experience Management). CEM is getting increased coverage, with some authors going as far as suggesting it will replace CRM. So what is CEM? Is it CRM re-badged or something new?
In this talk Microsoft MVP and Dynamics CRM expert Leon Tribe will explore what these terms mean and how Dynamics CRM, and Microsoft's new tools such as Social Listening and Dynamics Marketing contribute toward the customer experience.