Can Cx (Customer Experience) Be Successful Without CRM?

Things have changed since companies started paying attention to the idea that functionality, accessibility, and emotional connection are better indicators of customer retention and referral than traditional measurements like customer satisfaction. What we have christened "Customer Experience" or Cx, is yielding better metrics and data we can use with customer economics. Asking three basic questions about our interactions with customers, (Did we give you what you needed? Did we make it easy? Did you feel good about the experience?) is helping us keep customer retention and customer referrals high.

However, Cx expert companies like the Temkin Group have noted low adoption of Cx programs for a number of reasons that range from lack of clear strategy to li...

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