Looking Beyond CRM To Win The Digital Economy

Volker HildebrandI recently told my teenage daughter that we would have dinner soon and she simply responded: “Can you text me when it’s ready?”

Her answer explains a lot about how customer expectations are changing dramatically in our new digital world. Of course, “yelling” through the house (think “mass marketing”) to let her and her two siblings know that dinner is ready is not her channel of choice, but it’s mine.

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