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CRM vs CEM: Where should you put the money?

CloudCherry

There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM). In fact, many businesses still confuse the two, often questioning the importance of CEM when they already use CRM software to capture and analyze customer info.

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Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest

eglobalis

Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest Last week, we had the amazing event in Atlanta, CRM Playaz IRL 2025 , hosted by the venerable “Godfather of CRM” Paul Greenberg and Brent Leary , an incredible team working together.

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5 Key Technologies for the Future of Digital Customer Service

NICE inContact

So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business. 4) Powerful CRM. CRM is one of the most important tools that customer service agents can have at their fingertips. 1) Live Chat.

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Why Technology Won’t Help You Understand Your Customers

C3Centricity

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

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A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

Start by making these 5 key changes: Work with your CRM. Focus on people, not technology. With the right environment, your contact center will transform from a necessary operation to a beacon of customer excellence for your company’s brand. Make conversations personal. Make conversations flow effortlessly.

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CEMantica – turning sticky notes into actionable insights

ijgolding

Technology to the rescue…. How can technology play a part in addressing this dilemma? To start with, the answer partly lies in Customer Relationship Management (CRM). The better the CRM is applied, the greater its effect on revenue is likely to be. Next generation CRM.

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Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

eglobalis

Scaling Empathy Through Technology Technology can scale empathy by personalizing interactions and anticipating client needs across global operations. How to Make it Actionable: Centralize Data with CRM Tools: Ensure consistent access to client insights across teams and regions. As mentioned in a previous article.

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How Empathy, Creativity and Compassion Drive Results

Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections

You don’t need the latest, greatest CRM technology or data visualization tools. Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game changer you’re looking for.