There is no doubting that the CRM industry is a thriving one. According to Gartner, CRM is now considered the largest of all software markets with a worldwide revenue of nearly $39.5 billion. Research director at Gartner even stated that CRM will be the fastest growing software market with a growth rate of 16% in 2018. So why is this software so in vogue? CRM software now lies at heart of most marketing and sales operations. These businesses are trying to avoid silos and make information available to their employees wherever they are. Plus its proven to be an efficient way of obtaining the much sought-after 360 degree view of the customer.
https://mopinion.com/best-enterprise-crm-software/
Whenever I hear about an organization with a "chief customer officer," my first thought is, "well, shouldn't that be everyone's job?"
It really should, and maybe that will help what appears to be an increasingly dire situation. A recent study by Forrester Research states that the average customer experience (CX) is getting worse, not better. "The data also shows that trust in companies has dropped precipitously," according to a report in Marketing. The report urges companies to engage their employees more intimately with the CX process, and even make it "an internal disruptive force" within the organization, with plenty of corporate culture consideration. "CX teams have implicitly covered culture change in the past, but it’s becoming more enshrined in their roles. That’s because the CX skill set transfers well to employees."
https://www.forbes.com/sites/joemckendrick/2018/02/24/enterprises-seek-to-sharpen-their-customer-experience/
