CRM guru Paul Greenberg tells MyCustomer.com about his predictions for the world of customer relationship management in the coming year.
1. There will be a growing focus on the customer experience
2. A new category of insight solutions will emerge
3. Marketing automation and social marketing tools will continue to grow
4. Social CRM will continue to become CRM
5. Voice and video will become popular tools for engagement
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.