How CRM supports a unified customer experience (if it’s used right)

May 12 2017

Editor's note: This article is adapted from JC Quintana's book Speaking Frankly About Customer Relationship Management. Quintana recently delivered the customer keynote

About JC Quintana

JC Quintana is an internationally recognized business relationship psychology researcher, speaker, and author. He teaches as an adjunct professor of Customer Experience (CX) and Design Thinking with a focus on the importance of aligning customer advocacy, employee engagement, and operational business success. His illustrious career includes senior executive roles over client, employee, and alliance partnership initiatives at DXC, HP, Sage, DHL, and ADP. JC is the best-selling author of two books on customer relationship management (CRM) and business relationship psychology. His company, DialoguePrime, helps companies bring relationship development success back into CRM. Meaningful dialogue leads to quality relationships. (tm)

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