Can Cx (Customer Experience) Be Successful Without CRM?
February 17 2016
Things have changed since companies started paying attention to the idea that functionality, accessibility, and emotional connection are better indicators of customer retention and referral than traditional measurements like customer satisfaction. What we have christened "Customer Experience" or Cx, is yielding better metrics and data we can use with customer economics. Asking three basic questions about our interactions with customers, (Did we give you what you needed? Did we make it easy? Did you feel good about the experience?) is helping us keep
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