Do You Practice Customer Experience Management or Customer Relationship Management?

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Do You Practice Customer Experience Management or Customer Relationship Management?

The process of creating a customer relationship begins with the first experience the customer has with your company and, hopefully, it's followed by many more positive experiences.

However, if you're just managing a series of experiences — and not the overall relationship — you're missing an opportunity to grow revenue and loyalty, as well as improve profitability.

David Myron, Editor-in-Chief at destinationCRM.com, has an excellent reminder that while marketers should always be looking for ways to give customers great experiences, it's also important to take a more strategic view and nurture customer relationships.