CRM 2.0 - Fundamental Changes Beyond Customer Management

The document discusses the evolution of customer relationship management (CRM) from CRM 1.0 to more advanced versions. It notes that CRM 1.0 focused on mass marketing and segmentation, while more recent approaches treat each customer as an individual and leverage social media and digital technologies. The presentation recommends that companies continue improving their CRM capabilities, engage customers through multiple channels including social networks, and experiment with new approaches to stay competitive as CRM continues evolving rapidly.