Can Cx (Customer Experience) Be Successful Without CRM?

by JC Quintana, Founder, Corporate Relationship Group
published 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 customer retention and customer referrals high.

...

Requires FREE Membership to View

Login
Become a Member Joining MSDynamicsWorld.com gives you free, unlimited access to news, analysis, white papers, case studies, product brochures, and more, and it’s all FREE. You’ll also receive periodic email newsletters with the latest relevant articles and content updates.
About JC Quintana

JC Quintana is the Founder of education and adoption company Corporate Relationship Group and the author of several books on customer, employee, and partner relationships.

Corporate Relationship Group helps companies achieve collaboration within initiatives like CRM and Customer Experience by delivering highly creative ideation workshops that increase adoption and implementation success. 

Contact us to learn more about how we increase adoption of CRM technology and programs by connecting with the Customer Experience. Learn more about how we are using the Seven Strategies of Business Relationship Success across customer, employee, and partner programs. Ask us about the ways we collaborate with companies and technology partners to make CRM a powerful enabler that connects all of your customer efforts.

Read full bio...