For Customer Experience Professionals

Beyond CRM: Manage Customer Experiences

Adopt An Outside-In Approach To Shift The CRM Mindset

    Why Read This Report

    Well-intentioned customer relationship management (CRM) efforts that focus on internal processes and objectives have largely failed to serve the most important stakeholder: the customer. Customer experience leaders need to drive an outside-in focus into these efforts by defining the desired experience, understanding customers' behaviors and needs, focusing on data rather than systems, and building a customer-centric culture.
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    TABLE OF CONTENTS

    • Why Should Customer Experience Professionals Care About CRM?
    • Guide CRM Initiatives With A Customer Experience Management Framework
    • RECOMMENDATIONS

      Build Capabilities To Reinforce The Brand Through Every Interaction
    • Supplemental Material
    • Related Research Documents