CRM is moving away from “managing customer relationships” to “collaborating and engaging the customer.” This is a dramatic transformation. The differences between CRM 1.0 and CRM 2.0 with examples of companies making the change and their success – or failure will highlight this chapter. There will be some easy to read charts that will be based on ongoing research from a wiki at crm20.pbwiki.com that is developing the changes.
Number of Pages: 15
What Should Be Included and Why?
(Maz P.)
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- How companies are collaborating with their customers. Methodologies. the
- Accelerating products and service improvement cycles using customer colaboration
- How the co-creation of products and services is a win-win for all parties and how its leading to increased customer advocacy
- Best practice example- Leading global bank- Listening & collaborating with customers across 160 countries to constantly improve their global online banking platform.
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Vendors Who Could Be Showcased in this Chapter
ResponseTek - As a software & services vendor, enables organizational customer centricity, is used to engage in a meaningful dialogue with customers to collaborate and co-create or improve. Case studies on collaboration and company results.
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