Transitioning from 'Customer Relationship' to 'Customer Engagement' Strategy
There is a powerful transition taking place as best-in-class organizations transition from focusing on customer relationships using more traditional CRM tools and techniques to mastering customer engagement using new Social CRM and Social Media tools and techniques. Can you dip your toes in the water or do you need to jump in the deep end of this transition? Barton explains, using a proven 'concentric circle' approach, how to successfully achieve this transition within your organization.
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