Customer relationship management is the roof, the framework. Customer Experience Management, on the one hand, is the one customer experience that was triggered by a CRM campaign. Since the prospect and customer usually has contact with the company not only at one, but at several contact points (customer touchpoints), the whole is subsumed in the customer experience. The customer experience as a whole is therefore the sum of all positive and negative experiences of a customer. It is then subsumed in customer satisfaction. One thing is clear: customer satisfaction is much more important than the well-known Net Promotor Score (NPS). The user experience is the enthusiasm of a user who finds a software great when using it and therefore considers it a useful tool.