Six CRM lessons to take from 2010
Posted by Neil Davey in Customer intelligence, Customer experience, Marketing, Social CRM, Technology on Mon, 13/12/2010 - 01:26
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MyCustomer.com looks back at some of the major developments of the last 12 months and outlines what the CRM industry has learned in 2010.
1. Engagement is more challenging than ever
As we entered 2010, customer engagement was high on the agenda for many organisations, with firms planning to tap into the likes of engagement marketing and social media to drive this.
There are many excellent reasons for the focus on engagement, with the Annual Customer Engagement Report revealing some of the most important to be ‘increasing customer value’, ‘gaining customer insights’, and ‘increasing value delivered to the customer’.
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