Making Sense of Social CRM & Customer Relationship Trends
There's been a lot of talk about Social CRM but there is increasingly more confusion than clarity on this issue. Barton defines Social CRM and explains where it is headed. He cuts through vendor hype to make sense of this important new wave, explaining why it is critical to capture relevant input from social media channels to complement comprehensive customer profiles. Barton also describes other emerging customer relationship trends over the next 10 years, based in part on the analysis and findings from the latest version of ISM's The Guide to CRM Automation.
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