CRM and the Customer Experience

In the big picture, it's still all about the customer.  Going a little further it's not even about the customer.  It's about the customer's experience.  Unfortunately, it's not just one experience but many.  And there's no finish line!  just because you have a happy customer today does not mean it's forever.  You're only as good as your customer's next experience.  

Introduce a CRM initiative to manage this experience and, at the same time, manage the process and your available resources with more efficiency and this is what it looks like: