CRM & Customer Experience Management Discussion with Marshall Lager

Customer Experience Management (CXM) — And Its Ties to CRM & Social CRM

Customer Experience Management (CX, CXM or CEM) compliments Customer Relationship Management (CRM) and Social CRM. This discussion with CRM expert Marshall Lager explores how CX is disrupting CRM, describes the CX business opportunity, explains why CRM needs CX is order to create a customer-centric business model, and highlights how companies like Zappos and Starbucks lead their competitors not based on their products but on the experiences they craft and deliver with each customer interaction.

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