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Showing posts from January, 2016

Customer Experience, Customer Engagement and CRM – Think Big, Act Small

This is the second post in my mini series about continuously improving the customer experience and customer engagement in the triangle of Customer Experience Management (CEX), Customer Engagement Management (CEM), and Customer Relationship Management (CRM). Well, actually the third, if you include my guest post  There’s no customer experience without customer engagement  on friend Paul Greenberg’s ZDNet blog. A while ago, in my post  CxM and PoS – A Tale of two Cities  I have asked you to stay tuned in case you were interested in learning about a way of implementing the strategy of thinking big while acting small in order to be able to keep the big goal – adding value for your customers offering the best possible experiences –  at the center of actions. All this while acknowledging that priorities are shifting, budgets are scarce, and different customers prefer to engage via different sequences of touch points. Sounds like a nasty and complicated challenge. And it is! But i