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Are CRM's Customer Experience Software?



I like a certain CRM, I won't mention them by name, but they are not a customer experience software. However, when you Google Customer Experience Software you see a lot of CRM's trying to fit into this category. I think that is because currently CX software is kind of a hot buzzword, and most people don't really know what it is.


While CRM's offers various marketing, sales, and customer service tools, it is typically categorized as an inbound marketing and sales software rather than a dedicated customer experience platform (CXP). Here are a few reasons why CRM's may not be considered a customer experience platform:


Limited Scope: CRM's primary focus is on inbound marketing and sales activities, providing tools for lead generation, content marketing, email marketing, and CRM (Customer Relationship Management). While these functionalities contribute to customer experience to some extent, they primarily address the marketing and sales stages of the customer journey. Customer experience platforms typically encompass a broader range of capabilities that cover the entire customer lifecycle, including pre-sales, post-sales, and customer support.


Lack of Comprehensive CX Features: While CRM's offers customer relationship management and customer service features, it may lack certain advanced features and capabilities found in dedicated customer experience platforms. These features could include robust customer feedback management, omnichannel customer support, sentiment analysis, customer journey mapping, and advanced analytics specifically designed to optimize customer experiences across multiple touchpoints.


Integration with External CX Tools: Although many CRM's provides integration options with various third-party tools, it may require additional integrations to fully extend its capabilities as a customer experience platform. In contrast, dedicated CX platforms often offer built-in or seamless integrations with multiple channels, feedback systems, customer data platforms, and other tools essential for managing and enhancing the overall customer experience.


Different Market Positioning: CRM's typically positions themselves as an inbound marketing and sales software primarily focused on attracting, engaging, and converting leads. While it acknowledges the importance of customer experience, its core value proposition is centered around marketing and sales automation. In contrast, customer experience platforms tend to place greater emphasis on providing holistic solutions to manage and improve the overall customer journey and satisfaction.


It's important to note that the boundaries between different software categories can be flexible, and some organizations might use CRM's in combination with other tools to create a customized customer experience management ecosystem. However, when comparing CRM's to dedicated customer experience platforms, the aforementioned factors often contribute to its categorization as a marketing and sales software rather than a comprehensive customer experience platform.


If you would like to find out more how IC Customer Experience Platform can help your business please contact us!

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