An organization must know the difference between Customer Relationship Management (CRM) and Customer Experience Management (CEM) before purchasing. CRM applications create individual records for current and prospective customers, which is used by the sales team in order to get insight into leads going through the sales pipeline and CEM solutions track customer engagement in order to improve overall customer experience. In a nutshell, CRM and CEM both use customer data, but in two different ways. You get good marketing support with CEM applications, while CRM solutions help sales put their focus on winning new prospects. Read more at: http://it.toolbox.com/blogs/insidecrm/do-you-need-a-crm-or-a-cem-73467

According to a report from Gartner, it was found that 40% of CRM applications are hosted in the cloud and nowadays businesses outsource their customer relationship management (CRM) software to another company. But, question arises that do businesses outsource CRM operations like customer care or sales programs? The answer is no because it is always better to manage CRM operations internally than outsourcing to another company. But, if you don’t have that option, you have to weigh the pros and cons of outsourcing. Petra Jorgenson (Studio B Analyst), writes in her article link about the pros and cons of outsourcing customer relationships to a third party. Read more at: http://it.toolbox.com/blogs/insidecrm/outsourcing-crm-do-the-risks-outweigh-the-benefits-65986