Customer Experience Management (CX) will replace CRMs

More products and services are becoming commoditised. Price differentiation is less of a sustainable advantage. Smarter buyers demand a faster response and expect greater value. In this kind of market it’s no longer good enough to simply satisfy customers. Successful organisations are those that delight their customers. That means that companies are going to migrate from merely managing relationships to understanding their customers’ entire experience with the organisation. In December 2012, we published the 12 Sales Trends Report for 2013 and released a brief summary of each trend. This month we are focusing on … read more by subscribing.