CRM Scorecard Sports Voice of the Customer 
ClearAction
APRIL 3, 2015
You must have alignment between your actual candidate experience and your desired customer experience. Use VoC (voice-of-the-customer) to identify strengths needed among CX team. Customer Experience Governance: Do This, Not That. Improve Customer Experience by Eliminating Customer-Focus Boundaries.
Lumoa
FEBRUARY 6, 2018
Companies do marketing, sales and CRM – the customer does the experience! It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer.
Lumoa
OCTOBER 31, 2018
Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience! Create an internal CX certification program to ensure the common understanding of what is and how to manage the customer experience.
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