The concept of CRM may no longer be an adequate moniker to describe and conduct successful customer engagement. The world moves too swiftly now, and it seems to have outpaced the promise of CRM.
Regardless of industry, brands across all verticals must move past the outdated models that predate the rise of social media and digital connectivity. Our new marketing reality requires a customer experience that embraces a heightened sense of real-time engagement, and one that unifies all brand/customer interactions across all channels, both....