Customer Experience + Marketing: Pro’s & Con’s
ClearAction
MAY 29, 2016
When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.)
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