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The World is changing – It’s all about connections
Social, digital and mobile present awesome opportunities to engage customers with brands ecosystem. I call it CRM 3.0, the world doesn’t revolve around your brand any more, and you have to understand the connected consumer and were you have permission to play with their lives. Which levers to pull? In order to do it you need to establish a conversation engine to deliver real-time customer communications, when, where and on the platform your costumer wants it. Not when it suit you or when you’re ready to send out a batch run. Do you have single customer view? Are you getting the return they promised from that CRM platform? Are all your stockholders aligned? How you achieve this?