Rebranding CRM as customer experience management: The road to ruin?by
While some firms are rebranding CRM operations as customer experience, there is also misappropriation of CEM by CRM software vendors. Colin Shaw believes it will only end in tears.
- Implementation of organisational transformation.
- Engagement of corporate culture, especially at the senior levels.
- Fostering a customer-centric philosophy from the top-down.
Colin Shaw is founder and CEO of Beyond Philosophy.
Colin is Founder & CEO of Beyond Philosophy LLC who help organizations grow by improving their Customer Experience and identifying hidden unmet needs. As a result, the Financial Times selected Beyond Philosophy LLC, as one of the best management consultancies for the last two years.
- Colin is recognized by LinkedIn as one of the ‘ ...