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Brand relationships are very real, personal relationships. They require maintenance and personal attention, and when trust is violated or things grow stale, they can be broken. In any growing relationship, loyalty is the goal – and it’s harder to earn than ever. Luckily, the social and mobile era makes the pursuit of loyalty more interesting than ever, with massive opportunities awaiting those marketers willing to redefine their definitions and approach to CRM. As CRM takes on more of the properties of real personal relationships – with the need for real value, personal attention and bespoke support – learn how to add humanity, technology and new thinking to your approach. Momentum Worldwide’s Jen Winberg outlines the new tenets of CRM strategy, illustrates their reality through the agency’s work with Coke and Buffalo Wild Wings, and outlines the future of CRM strategy and tactics.