Seth Godin interview: Forget CRM; lead your customer tribe instead
Posted by Neil Davey in Marketing, Social CRM on Fri, 26/03/2010 - 06:20
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Marketing guru and author Seth Godin talks with Dan Martin about CRM, social networks and how to set up and lead your own customer tribe.
When Seth Godin speaks, people listen. He has been one of the most celebrated speakers of the past two decades. His best-selling books have inspired thought and debate on business concepts ranging from customer tribes (Tribe) to storytelling (All Marketers Are Liars). And his blog is ranked number one marketing blog in the AdAge Power 150.
So when he announced that "CRM is dead" in a 2006 post, the industry could be forgiven for having a few uncomfortable moments. But four years later, CRM is still around – so it would appear that on this occasion the mighty mind of Seth Godin made a mistake. Or did it…
"I believe what I wrote is that the idea of ‘managing’ customers is dead – not the acronym is dead. The acronym is going to be around for a long time because companies still WANT to manage their customers. But when I wrote it four-and-a-half years ago, I was right! You don’t get to manage your customers, your customers now manage you."
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