Sorting the CRM/Social CRM Concepts (and Jargon)June 3, 2011 No Comments
There has emerged concepts – or what some have argued is jargon – surrounding CRM and Social CRM among them “CEM” i.e. customer experience management and “CIM” or customer interaction management.
To get some clarification TMCnet recently raised this issue with several leading firms. We asked: “Differentiate and discuss the differences between social CRM and CIM or “Social CIM”, between social CRM and CEM or “Social CEM” and between CEM and CIM? Which of the three is becoming most significant and why?”SOCIAL BUSINESS