Are you using a customer relationship management system (commonly referred to as a CRM)? Great! However, in a world where companies are increasingly customer‑focused, it would be a mistake to think that’s all you need to manage the customer experience. But what exactly is the difference between customer relationship management (CRM) and customer experience management (CXM)? Offering a view shared by Lanla, the author of this article provides a simple explanation of the difference between these two concepts.