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The main point that they put forth is that CX is a company’s strategy for delivering a memorable and exceptional experience to their customers. And they say CRM is the software that enables you to do that. Thirty years ago, CRM software meant tracking contacts and sales deals on your laptop with Act, Goldmine, or Siebel.
So yeah, I’m old enough to have been around the industry for as long as kind of the internet has impacted enterprise software. com boom was booming and the internet had just started impacting enterprise software and Oracle at the time was like the biggest enterprise software company. And we’re about seven years into.
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