CRM和CEM / CXM是维持与客户的业务流程的基本工具。尽管相似，但有明显的区别。要选择合适的应用程序，组织需要超越这些高科技业务应用程序的字母范围。 客户关系管理（CRM）软件跟踪与销售前景和客户的交互。 CRM系统可以提供许多好处，但并非每项业务都需要一项。 客户体验管理（CEM或CXM）是一个更广泛的信息收集过程，用于跟踪，监督和组织整个客户生命周期中客户与组织之间的每个交互。它深入了解了客户体验，并通过聆听客户，分析他们的反馈以及了解他们的观点来优化客户体验，从而从其独特的角度着重于洞察力。 简而言之，两种工具都可以优化客户关系。他们如何做到这一切。 CRM有助于组织建立关系。 CXM致力于监控和改善客户体验。
原文标题：CRM is Failing: It's Time to Transition to CXM
原文：CRM and CEM/CXM are essential tools for maintaining business flow with customers. Although similar, they have distinct differences. To choose the right one, organizations need to go beyond the alphabet soup of these hi-tech business applications.
Customer relationship management (CRM) software tracks interactions with sales prospects and customers. CRM systems can provide many benefits, but not every business needs one.
Customer experience management (CEM or CXM) is a more extensive information collection process to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. It goes deeper into the customer experience and focuses on insight from their unique perspective by listening to customers, analyzing their feedback, and understanding their viewpoint to optimize the customer experience.
In short, both tools optimize customer relationships. How they do this makes all the difference. CRM facilitates relationship building for the organization. CXM focuses on monitoring and improving the experience for the customer.
原文作者：Jack M. Germain • CRM Buyer • ECT News Network