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The CRM 2.0 Report, published by Econsultancy in association with Speed-Trap, is based on an online survey of more than 500 companies.
The research looks at how customer relationship management is evolving and examines the extent to which organisations are able to integrate online and offline data to provide a more relevant and personalised customer experience, and drive better business performance.
We examine the extent to which companies are practising "CRM 2.0".
According to this research, there is a significant gap between what companies are doing in order to optimise and personalise the customer experience, and what they would like to do.