CRM Advice from Capgemini

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In this CRM and Customer Experience (CX) discussion with Ron Tolido of Capgemini, he shares the most pressing business problem facing business leaders—the renewed interest in Customer Experience Management and the business imperative to focus on the customer in order to respond to growing customer demands, increased channels of engagement and challenged customer loyalty. Ron also aptly advises that CRM is part of CX, not the other way around, and shares how leading businesses are using social media to add value to CRM and CX strategies, by applying a strong focus on customer demographics and supplier relevancy, and choosing whether to compete on price, product portfolio, service or customer experience. Finally, we explore best practices in CRM software selection and deployment projects. Related CRM software reviews are available at and related CRM software videos, podcasts and rich media content are available at

CRM Advice from Capgemini

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