Revolution in CRM

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Many companies keep avoiding social media contact center integration. But the CRM that we all know is morphing into CEM (Customer Experience Management). A conclusion is that CRM and marketing need to merge. So “CEM Marketing” will  become a key player in customer engagement strategies. Marketers will be working as part of a cross-organizational team with executives and contact center agents to understand and reach out to customers. So where does “CEM Marketing” fit in the company organization? If you said SUPPLY CHAIN MANAGEMENT you are correct. 

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