Question: IV . What is the difference between CRM and CEM? For what kind of companies / industries do you think customer experience can be an

IV. What is the difference between CRM and CEM? For what kind of companies/industries do you think customer experience can be an ideal or suggested segmentation basis?
V. Do you think Customer Experience Management can be applied more effectively in Service Sector than Manufacturing Sector?
VI. In the wake of experience economy, should customer experience be looked at as a complement or a substitute for the existing segmentation bases?

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