Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.
managing customer complaints
were actually talking about managing customer relationships, and has changed entirely to a customer engagement model, or is beginning to make that change. And it's a model that is saying, “Not only do you have to get the attention of your customers and engage them, but you have to begin to share the results of those engagements,” meaning the experiences that customers have. What's going on is that you're seeing increasingly intelligent uses of the Web 2.0 technologies, which are these whole sets of