CRM and the Customer Experience Gap: Planning a New Model of Customer Engagement
Building customer relationships require intentional CRM strategies for managing the customer lifecycle. But Forrester studies show the most influential factors in customer retention, and where companies are making significant investment, is in the area of "customer experience". In this presentation, author JC Quintana, WW Customer Experience Management Innovation Executive for HP, explains what customer experience management is and how it fits into the CRM strategy. The presentation will outline how CRM strategy and tools enable companies to address customer experience management as a unified strategy that lead to increase revenue, retention, and meaningful customer relationships.