Paul Greenberg of The 56 Group: CRM, Customer Engagement and Customer Experience Aren’t One in the SamePosted by lyceum under Customer Service
From http://smallbiztrends.com 1536 days ago
More and more terms like customer engagement and customer experience are being used in today’s business lexicon. And more and more you see them being used interchangeably. On top of that customer service and customer experience are used the same way. And if that weren’t confusing enough, in many conversations all these phrases are sometimes being used interchangeably with customer relationship management (CRM).
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