Final answer:
CRM focuses on managing the company's relationships with customers, using data analysis to drive sales, while CEM or CXM deals with optimizing the customer's experience and journey with the company to encourage loyalty.
Step-by-step explanation:
The main difference between customer relationship management (CRM) and customer experience management (CEM or CXM) is that CRM focuses on the business's view of customer interactions, managing the company's relationships and interactions with current and potential customers. It involves using data analysis about customers' history with a company to improve business relationships, specifically focusing on customer retention and ultimately driving sales growth. On the other hand, CEM or CXM is concentrated on the customer's perspective and encompasses the entirety of the customer's journey and experience with a company, aiming to optimize interactions from the customer's viewpoint to foster customer loyalty and advocacy.