How to differ CRM and CXM Approaches to Business | 10 Simple Tips

The crucial differences between CRM (Customer Relationship Management) and CXM (Customer Experience Management) approaches are:

1. NATURE

CRM is about gathering and processing data about the relationship with the Customers.

CXM is about the experience the Customers get as the result of this relationship.

2. CONTROL

CRM controls Customer interactions.

CXM controls responsibility, logic, and emotion to the Customer.

3. FOCUS

CRM is focused on the relationship.

CXM is focused on relationship’s effects.

4. GOALS

CRM is aimed at the Customers’ satisfaction.

CXM is aimed at positive emotions and the Customers’ long-term remembrance.

5. MEASUREMENT

CRM measures o-data (operational data).

CXM measures x-data (experience data) and big-data.

6. forecasting time-frame 

CRM is about short-term planning (quarterly, half-yearly, yearly…)

CXM is about long-term revenues.

7. INTERACTIONS

CRM interacts with target Customers.

CXM interacts with Customers on personalized level.

8. VALUES

CRM is based on Customer's value.

CXM is based on a sense that the Customer gets.

9. THINKING MODE

CRM thinks as inside-out (company > Customer).

CXM thinks as outside-in (Customer > company).

10. EVALUATION

CRM evaluates the effectiveness of interactions by analyzing o-data.

CXM evaluates the relevance of interactions by analyzing x-data and big-data.

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