CRM vs. CX: Understanding your options | HCL Whitepaper

Managing your customer relationships is not enough

Why "managing" your customer relationships is no longer enough

It is surprising how often organizations don’t have a structured and consistent view of what their customers think – and want. The problem is that many companies still think that “managing” a customer relationship using siloed CRM processes and solutions is enough.

Unfortunately, reliance on traditional CRM often leads to lower customer satisfaction – and lost business.

It is now clear that the companies that survive, disrupt, and succeed are those that embrace and enable exceptional customer experiences. To do this, you need a sophisticated customer experience solution that can analyse sentiment, which is much more than just managing a relationship.

But where to start?

This whitepaper explores the options available to companies ready to embrace the CX future using the latest cloud based solutions.

Topics covered include:

  • What is the difference between Customer Relationship Management (CRM) and Customer Experience (CX)?
  • What do your customers think?
  • How do you make the move from CRM to CX?

Download the whitepaper