It's the <em>Customer</em> Experience

Bill Clinton won the presidency with the mantra, “It’s the economy, stupid,” and I think CRM could borrow heavily from that pithy bit of logic. If you can check your preconceptions at the door and actually perceive the information in front of you, there’s no telling what you can figure out. Such is the case with “customer experience.” Much like Charles Dudley Warner’s famous remark, “Everyone complains about the weather but no one does anything about it,” CX, as it is being rebranded, is something we either can’t or won’t do anything about.

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