BACHELOR OF BUSINESS ADMINISTRATION

Detailed explanation-1: -In short, both CRM and CEM optimize customer relationships but CRM is what facilitates relationship-building for the organization while CEM focuses on monitoring and improving the experience for the customer. Both CRM and CEM account for all steps of the customer journey and their interactions.

Detailed explanation-2: -CEM is a broader term, which focuses on a higher level business philosophy. CX is more of an operational level business strategy made up of various tools and techniques. CEM is a broader term, which focuses on a higher level business philosophy.

Detailed explanation-3: -Customer relationship management is the process of identifying and understanding customer needs, then meeting those needs. On the other hand, customer relationship marketing (CRM) is the process of attracting new customers by making them aware of your products or services.

Detailed explanation-4: -Difference between Social CRM and Traditional CRM: Traditional CRM is managed via traditional channels, usually from the company’s perspective. But in Social CRM, the customer is in the control. Customer decides when to initiate and end the conversation, the channel for conversations and the process of Interaction.

Detailed explanation-5: -Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.