Inside, we talk about the new realms of CRM in today’s customer experience driven and service-centric era and the rising need of for companies to leverage it not just as a system to maintain customer information, but as an engagement engine to accelerate customer journeys.

We dive deeper into this evolution of CRM into CERM – a Customer Engagement and Relationship Management system, the anatomy of such an evolved system, and importantly, what businesses today need to keep in mind before embarking on the implementation journey.

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