IS CUSTOMER EXPERIENCE THE SAME AS CUSTOMER SERVICE?

NO - In most cases, a customer's first point of contact with a company is usually by interacting with an employee - customer service.

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Customer service is only one aspect of the entire customer experience.

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Like most things in today's marketplace, customer service has changed. It's more than person-to-person service; thanks to technology, companies can connect with their customers in new and exciting ways.

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CRM software can help predict a future need, so you are proactive and attentive, meaning:

• Provide related products base on purchase history

• Create and deliver targeted email marketing campaigns

• Understand the 360-degree view of the customer

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Customer service is still as crucial as ever. But no longer the sole focus of the customer experience.