It doesn't really matter whether you are a Software Vendor currently revolutionising CRM (tip of the hat to Salesforce), in recruitment or to be honest any other industry that requires the dreaded word SALES! Ultimately, customer experience is the most important part of success - repeat business is easy business of course!
Let us not forget as well that people talk, an unfortunate fact, I know! However, good, bad or indifferent experiences will be shared and if it is good it will breed more business from the source but also new business from where that seed has sprouted!
Don't over complicate it!
Gartner has reported that, as of now, Customer Experience has overtaken both Price and Product as the key brand differentiator.