We're excited to share that CMSWire has published an article by Stephan Sigaud: Want Customer Loyalty? Don't Go the Way of CRM.

In this piece,  Stephan Sigaud discusses the evolution of customer experience (CX) and its impact on customer loyalty. He emphasizes that while CX initiatives have traditionally focused on enhancing customer satisfaction, this approach often overlooks the ultimate goal of fostering loyalty.

Sigaud warns that if CX continues to prioritize short-term satisfaction metrics without a strategic emphasis on loyalty, it risks becoming as narrowly defined as customer relationship management (CRM) has become—a term now often associated solely with software rather than a comprehensive management philosophy. The article advocates for realigning CX strategies to prioritize long-term customer loyalty, ensuring that businesses not only meet immediate customer needs but also build enduring relationships that drive sustainable growth.

Read the full article here: https://www.cmswire.com/customer-experience/want-customer-loyalty-dont-go-the-way-of-crm/