Siebel CRM and Customer Experience (CX)
by Jan Peterson In recent years and months the term "Customer Experience (CX)" has slowly but gradually started to replace the term "Customer Relationship Management (CRM)". A good starting point to understand CX is the Wikipedia article on Customer Experience . The article uses a widely accepted definition and states that "Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services , over the duration of their relationship with that supplier." As there are literally hundreds and thousands of articles, blogs and pieces of collateral around CX - just like the official Oracle CX blog for example - I will focus on highlighting some of the concepts and ideas. Why should companies focus on CX? The core value proposition is simple: Based on the assumption that we live in a commoditised world, the key differentiator for companies is the experience they provide to their customers. It is hard to come up ...