Effective Marketing in the Customer Experience Economy

In the ideal world, Customer Experience Management should be an integral part of CRM as a business strategy, but that's rarely the case.
Customer Experience Management helps the enterprise see the customer with the "right brain"-concerned with perceptions, feelings and interactions that are harder to quantify but valuable, nonetheless.
Read Michael Leander Nielsen's article at Return on Behavior Magazine: http://www.returnonbehaviormagazine.com/articles-of-inter...