TERMINOLOGY
CRM & CEM
Customer Relationship Management & Customer Experience Management
What are some examples of CRM initiatives
Frequent shopper program, Customer dialogue on website, and ensuring customers can always reach a live person when calling the businesses help center
What does CEM focus on
Customer Centric
When a business is focused on the customers needs and wants
What are some common CRM practices
Training employees in CRM, Empowering employees to make CRM decisions, Allowing customers to provide their own information, Managing marketing campaigns/sales leads/customer service and customer complaints
How does CEM use touchpoints
Touchpoints allow customers to learn something valuable about the company
Touchpoints
Interactions between a business and customers
What are benefits of CRM
Help you identify your most valuable customers, Provide you with opportunities to create marketing campaigns, Allow your employees to perform their jobs efficiently, etc
Advocacy
word of mouth promotions
CRM is a strategy for
Managing an organizations relationship and interactions with the customers
Relationship buying
a customer shops at a business they have previously shopped at and had a good experience
What is the relationship between CRM and CEM
CRM tracks the companys view of a customer and CEM tracks the customers view of the company
CRM involves the relationships and CEM involves the customers experience