Customer Care … CRM … Customer Experience — What’s the Difference?
ClearAction
DECEMBER 14, 2017
Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Co-innovation — joint product development efforts with customers. Voice of the customer (VoC) — monitoring customer sentiment.
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