CRM

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...
Social CRM is a term that is often misused, certainly in a product and solution context. It's also frequently narrowed down to specific customer-oriented activities such as customer service and even social media monitoring. It seems everyone is offering social CRM solutions these days. However, social CRM is not...