It pretty much sums up every keystone of customer experience management as it’s evolved by 2016. A wise choice of technologies, cross-department collaboration, proactive research into customer satisfaction – it’s all here. One of the major challenges for businesses here, in my opinion, would be to smoothly transition from the era of customer relationships to the one of customer experience, as it implies breaking from the old mindset and shifting to CRM as a single-view platform not only for sales but post-sales and customer service. We’ve outlined this approach in more detail here, specifically for B2B companies www.scnsoft.com/cxm-b2b