1st pillar - customer relationship management (CRM)
Target, acquire, transact, service, retain, and build lon-term relationships with customers.
2nd pillar - customer experience management (CEM)
This represents the discipline, methodology, and/or process used to comprehensively manage a customer's cross-channel exposure, interaction, and transaction with a company, product, or service.
3rd pillar - customer collaboration management (CCM)
This is a philosophy and business strategy, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value.
"If you have an unhappy customer on the internet, he doesn't tell his six friends, he tells his 6,000 friends." Jeff Bezos, President, Amazon.com
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