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CRM

As you probably know, word of mouth is still primarily an offline matter. People mainly talk to each other about products, companies and experiences in ‘real-life’ conversations, as I wrote in a post on another blog last year. These last few weeks, I conducted a series of surveys about various...
The link between CRM and digital interactions, touchpoints and campaigns, has never been clearer before than today. A customer-centric business has to interact with prospects in a multi-channel way with CRM processes as to gain insights, drive new actions and most of all putting the connected customer at the...
Seth Godin
MyCustomer.com, a really good website on customer service, CRM and CEM, once asked Seth Godin if “CRM is dead." I think CRM is more alive than ever but is increasingly community-driven, cross-divisional, customer-controlled, integrated, interactive, connected, life cycle-based, value-focused and marketing-oriented. It goes far beyond its traditional scope; it is the...