The King Is Dead, Long Live the King

You must be familiar with the term customer relationship management (CRM). Companies have adopted CRM to the degree that even technical and business departments are called CRM, or have CRM as a part of their name.

In this chapter, we will compare CRM and customer experience (CX) and explain the differences.

You will learn about the following topics:

• CRM and its shortcomings
• The customer journey of CX and the need for it
• How CX enables us to accomplish objectives for the best customer experience