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Ebook

Customer Experience Trends and CRM Playbook

To celebrate the occasion, we’ve compiled our must-know best practices and trends around Customer Experience, backed by our 15 years of experience.

Published on July 21, 2025

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Home / Ebooks / Customer Experience Trends and CRM Playbook

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The first step in exceeding clients' expectations is knowing them, which CRM allows you to do by gathering information from the entire customer journey. From the first brand interaction to the post-sale support ticket, the data will be in one central location available to employees and be used to automate internal processes. This playbook, backed by 15 years of experience in CRM integration, will discuss how to exceed customer expectations by integrating the latest customer experience technological trends into adaptable and customizable CRM.

- Sebastien Forget, president of Solutions Metrix

What you will learn with this Playbook

  • Customer experience trends 
  • How CIOs shape Customer Experience
  • The role of a CRM in a class-leading Customer Experience
  • How to Perfectly Map your business processes into a CRM
  • How to leverage the maximum potential of your CRM solution
  • No-Code/Low-Code Technology
  • The marketing automation advantage
  • How Marketing Automation enables you to optimize your customer experience
  • About Solutions Metrix​​
GET THIS PLAYBOOK NOW

How Solutions Metrix can help you get there

  • Review and assessment of your business objectives
  • Quick assessment of your potential ROI
  • Personalized demo of CRM platforms
  • Delivery of an action plan
  • Presentation of a typical CRM platform implementation plan
GET THIS PLAYBOOK NOW

Other resources

  • Articles

Why Experience Requires Intentional Design

January 30, 2026

Customer experience often works early on because people remember and adapt. As organizations scale, that memory disappears. Lasting
Learn more
  • Articles

The Core Was Never the Experience

January 29, 2026

Core systems were built for accuracy and transactions, not relationships. When organizations expect the core to carry customer
Learn more
  • Articles

What Your Core Shows You, and What It Never Will

January 29, 2026

Core systems show what happened, but never how it felt or why it mattered. This gap leaves leaders
Learn more
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