Richard Snow's Analyst Perspectives

The “Social” Revolution Is About the Customer Relationship

Posted by Ventana Research on Jun 14, 2010 4:33:20 PM

I have been in the customer service and contact center space for over 20 years and have seen many fads, hot topics, three-letter acronyms and "end of an era" predictions come and go. The latest trend is that suddenly everything is "social": We have social customer relationship management (CRM) that should help marketing, sales and customer service improve significantly. So it's worth asking what all the fuss is about and why it is happening now.

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Topics: Social Media, Operational Performance Management (OPM), CRM, Customer Performance Management (CPM), SocialCRM