In this CRM and Customer Experience Management (CX or CXM) discussion with Ron Tolido of Capgemini, he identifies the most pressing business problem facing business leaders—the renewed interest in Customer Experience Management and the business imperative to focus on the customer in order to respond to growing customer demands, increased channels of engagement and challenged customer loyalty. Ron also aptly suggests that CRM is part of CX, not the other way around, and advises how leading businesses are using social media or social CRM to add value to CRM and CX strategies, by applying a strong focus on customer demographics and supplier relevancy, and choosing whether to compete on price, product portfolio, service or customer experience (but not on all dimensions as it’s a myth that you can compete in all these areas.) Finally, we explore best practices in CRM software selection and implementation projects.
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