Presentation done in conjuction with the CRM Association (CRMA), adressing how blogs, podcasts, customer-generated content, and business social networking are affecting the customer relationship. <br>
- Intro : How 'Web 2.0' Is Affecting CRM<br>
- What's Happening : Sales<br>
- What's Happening : Marketing<br>
- What's Happening : Service<br>
- What's Coming : An Increasing Focus On Trust In Business Relationships<br>
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