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Urgent management issues raised by changes in customer preferences, customer data, technology and overall business operations due to customer predictions for 2012 2013. Predictions from Michael R Hoffman, foremost customer analytics, CRM and customer experience expert.
Predictions and trends affect sales, marketing, customer service, IT, CRM, legal, operations and competition. Predictions range from optimistic to outright scary (make sure to read the detailed notes). Hoffman concludes the 2012-13 is the year to earn the right to be included in your customer's network...or else. Customers have one criteria for choosing whom they do business with: Are you customer worthy?