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CRM 2.0 - Creating the New Definition wiki - This wiki is for the creation of a de...
This wiki is here to gather the most forward thinking minds in the CRM and CEM (for the sake of better terms) communities to come up with a community created definition of CRM 2.0 - with the purpose of providing a service to the CRM/Customer experience communities themselves and the customers and companies who have historically spent inordinate time trying to extract some definition of either CRM or CEM or where each fits in the pantheon of the other.
"Classic" CRM is no longer viable - a one dimensional corporate interaction that provides processes, services and technology to the customer facing departments - sales, marketing and customer service. It is time to recognize that there is a customer ecosystem (or is there, participants?) that provides empowered customers who are increasingly interested in making their own choices in how they interact with companies that they do business with. That means that not only does the company need to provide the goods and services, but the tools and culture to make the experience of that customer one of paramount and unparalleled value to that customer and thus to the company in return.
Mundo-Contact - Mundo-Contact Wiki
Bienvenido a Mundo-Contact, el primer wiki en español especializado en CRM, Contact Centers y Convergencia Tecnológica.
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