PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.)

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

Intercom, Inc.

MARCH 29, 2022

It’s increasingly becoming the backbone of all customer communications throughout the customer journey; across sales, marketing, and support. So if a billing question came in and we needed somebody from finance, they were there. I mean, our engineers, our product team, everybody wants to know what our customers are saying.

Start-ups 118

Start-ups Innovation Sales NPS 118