ES Blog

Rohan Bhatt

08-14-2026

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Table of content links:

“3D is a crucial part of how we explore the brand in a digital workflow. Adobe Substance 3D Stager takes the barrier of entry out of 3D design by enabling us to skip physical mockups and look at feedback faster. We’ve been able to bring digital design entirely in-house.”

Benny Lee

Global Manager of Experiential Design, Coca-Cola Company

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Intelligent Category Merchandising leverages AI to automatically re-rank products on each category page to boost relevance and conversion for every shopper.

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Icons representing the benefits of customer data management.

You can then apply those re-ranking rules directly to any level of your category tree, from a single subcategory all the way up to your entire store (all category pages at the root level) with just a few clicks.

You can merchandise at any level of your category tree, from a single subcategory to your entire store.

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CRM vs. CXM.

Feature
CRM
CXM/CEM
Focus
Maintaining customer relationships
Delivering exceptional customer experiences
Perspective
Internal — centered around the organization’s goals
External — prioritizes the customer and their needs
Insights
Quantitative — based on sales-related metrics like purchase history and contact information
Qualitative — considers customer feedback, sentiment analysis, and interactions across various channels
Data
Gathers data through manual or batch entry
Data flows in real time from various channels
Approach
Short-term — focused on sales-driven activities
Long-term — focused on consistent and relevant experiences
Key metrics
Sales metrics (conversion rates, revenue, etc.)
Customer satisfaction, net promoter score, customer churn rate

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CRM
CXM/CEM
Maintaining customer relationships
Delivering exceptional customer experiences
Internal — centered around the organization’s goals
External — prioritizes the customer and their needs
Quantitative — based on sales-related metrics like purchase history and contact information
Qualitative — considers customer feedback, sentiment analysis, and interactions across various channels
Gathers data through manual or batch entry
Data flows in real time from various channels
Short-term — focused on sales-driven activities
Long-term — focused on consistent and relevant experiences
Sales metrics (conversion rates, revenue, etc.)
Customer satisfaction, net promoter score, customer churn rate
style
grid width 8
Feature
CRM
CXM/CEM
Focus
Maintaining customer relationships
Delivering exceptional customer experiences
Perspective
Internal — centered around the organization’s goals
External — prioritizes the customer and their needs
Insights
Quantitative — based on sales-related metrics like purchase history and contact information
Qualitative — considers customer feedback, sentiment analysis, and interactions across various channels
Data
Gathers data through manual or batch entry
Data flows in real time from various channels
Approach
Short-term — focused on sales-driven activities
Long-term — focused on consistent and relevant experiences
Key metrics
Sales metrics (conversion rates, revenue, etc.)
Customer satisfaction, net promoter score, customer churn rate
style
grid width 8

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To learn more, watch an overview video or take the Adobe CDP interactive tour.

Rohan Bhatt is a product marketing manager at Adobe, specializing in personalized commerce experiences. Prior to Adobe, Rohan spent over five years in technology and payments consulting, advising some of the world’s largest technology companies on product and go-to-market strategies. Rohan has an MBA and MS in Design Innovation from the Kellogg School of Management at Northwestern University.

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