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Clear Master Relay Computing » Hardware. Customer Relationship Management is both a business strategy, and a software designed to enact that strategy. You are no longer in control,the customer is, they choose the rules of engagement now, not you.
To help deal with this new consumer landscape, CRM thinking has evolved to keep you ahead of the curve. And your interactions with prospects and existing customers can then be fed back into your CRM, creating a living, always-on database of critical metrics. In practical terms, imagine CEM as a specific focus on managing and improving the touchpoints where customers actually engage and experience your company.
CEM offers you the chance to go the extra mile, winning over your customers with your service wherever they are on their journey, while offering assistance exactly when the customer most needs it.
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