The Customer Experience Equation
Updated · Jun 15, 2010
There is no doubt that customer relationship management (CRM) plays a critical role in defining customer relationships, but as this Computer World article points out, companies need to add data storage, business intelligence, and marketing in the customer relationship equation.
“Many CIO’s are now faced with the dilemma of existing legacy CRM systems which track these segments as independent data — but can’t connect them into the useful customer intelligence their sales and marketing colleagues are demanding.
“If you think of customer experience as an equation: Data storage + business intelligence + marketing = customer experience, it is easy to see the process as a single entity. The hard part for enterprise has been combining those individual elements into a seamless cycle of transparent and useful information.”