Customer Service

  • CRM and CEM Integration

    Customer Services

    It is important to understand that CRM (Customer Relationship management) applications primarily benefit the company, not the customer. CRM’s primary function is to automate marketing and sales activities in order to increase efficiency and accuracy and also to integrate post-sales services to create a seamless sale and service process. A CRM application pushes information from

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  • Is CEM the new improved CRM?

    Customer Service

    Simply put; No! So what distinguishes CRM from CEM? CRM focuses on providing a service; CEM looks to provide an experience. In trying to achieve this endeavour, CEM broadens the scope of the various propositions that define CRM. CEM systems and CRM systems serve different, although complementary, purposes. CEM is about creating the best customer experience;

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