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Founder, Managing Principal, The 56 Group, LLC, author of several best-selling books, including CRM at the Speed of Light: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers, but most importantly known as the Grandfather of CRM.

2 responses to “Now You’re All…Customer Experience, Huh? PROVE IT!”

  1. Hideki E. Hashimura (@hh_crmetrics)

    CRM, not matter how much it has evolved, is nevertheless CRM and it is a the core of a sound business strategy. It’s interesting how people try to change the name to adapt it to current trends and find some type of differentiation; and this is something I always say to my customer: before you do anything new make sure you have your core CRM practices in place. Additionally here is an interesting fact, in my experience most CRM vendors, specially some mentioned above, have extremely bad customer relationship management themselves; so, how can they talk about customer experience if they are a product centred company themselves?
    Very interesting take, I really wanna see the outcome.

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