Since 2003, the impact of the social communications makeover has shifted ownership of the
customer/company relationship to control in the hands of the customer - which changes how
businesses must respond to that customer.
Discussions of the value of the company moved
outside the company's walls to the enclaves of the customer who publicly chatted about the
company without participation of the company in any way. The customer's conversations were
no longer in control of any company. Additionally, the customer simply did not believe what marketing departments told them.
Contents:
- The Era of the Social Customer: The Customer Rules the Ecosystem
- Technology Advances Communication
- Irreversible Social Change
- The Social Customer Arrives
- CRM Morphs from the Traditional: What Differs?
- Social CRM Tools Benefit the Enterprise
- The Social CRM Value Proposition
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- Middle East: Tuesday, November 17 - 2009 at 15:16
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Over the past decade or more, Customer Relationship Management (CRM) has been the strategic approach that most companies had taken in trying to figure out how to supervise their customers' behavior. Typically, it was via technology and processes and analytic algorithms that were tied to an often amorphous management strategy. Gathering data about the customer and tracking all customer transactions were the way that CRM was used to ascertain the individual customer's thinking. But that is CRM 1.0 - traditional CRM.
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StaffTuesday, November 17 - 2009 at 15:16 UAE local time (GMT+4)
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