I am not trying to define, nor redefine – been there done that. What I am doing is to simply share how I think about things.
Customer Engagement
Customer Engagement is the extent to which an organization commits, both emotionally and intellectually, to communicating and interacting with their customers, relative to accomplishing shared goals driven by customer need. Engagement can be seen as a heightened level of interaction and ownership where the company wants to do whatever they can for the benefit of the customer.
Customer Relationship (Management)
Customer Relationship (Management) is the proper balance of people, process and technology; practice and strategy required to meet the customer centric goals and objectives of your business. It needs to provide all business stakeholders the data, information and insights regarding current, past and future customers (people) and the ability to interact, inform and engage (see above) with these same people.
If you are interested in what led me to this, feel free to watch a short video with Paul Greenberg, and my detailed thoughts based on the video interview. What are your thoughts? To keep things balanced, should there be another word between ‘Customer’ and ‘Engagement’? Maybe Centric, Focused, Service?
