During a Nov. 1 fourth-quarter briefing, Volker Hildebrand, GVP of SAP CRM Solutions, told attendees on a conference call that customer insights are not valuable unless companies turn them into action plans.
“Technology is changing the game whether it’s mobile, analytics, Big Data, or social and customers are changing the rules because they’re using these technologies,” Hildebrand said. “Clearly, it’s time to engage with the better informed customers in new and innovative ways.”
CRM is an evolving....