Features & Opinions

Put the customer experience at the heart of Customer Relationship Management (CRM)

The customer experience influences purchase decisions and cultivates brand loyalty. Consequently, the enterprise customer relationship management (CRM) strategy must focus on delivering a superior customer experience. In an article published at SupplyChainBrain.com, our experts discuss how social media is redefining the CRM landscape.

Companies can address the challenges in customer engagement and gain insights by:

  • Assessing the existing CRM processes and competencies for social CRM
  • Customizing the CRM initiative to the requirements of customers
  • Designing the CRM strategy around the customer experience
  • Standardizing CRM processes and systems
  • Adopting an incremental approach to social CRM
  • Redesigning products and services for next-generation customers


Rakesh Kumar MishraRakesh Kumar Mishra, Industry Principal Consultant, Oracle practice, Infosys

Rakesh heads the Innovation Center for Enterprise Solutions and focuses on social CRM-enabled customer experience transformation. He has more than 15 years of experience in the IT industry. Rakesh specializes in discovery, incubation and deployment of emerging technologies for business innovation. He can be reached at

Sean Leo RyanSean Leo Ryan, Industry Principal Consultant, Oracle practice, Infosys

Sean has more than 15 years of consulting experience in customer relationship management, customer experience management, customer-centric design, and transformational customer technology. He has executed strategic CRM programs at global consulting firms. He can be reached at

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