Customer Managed Relationships

Saturday, April 3 2010

According to Gartner a new era of ‘customer managed relationships’ (CMR) is set to take over from customer relationship management (CRM) systems, which “is in deep trouble”! Issues relating to data, reputation, trust and customer empowerment are all undermining traditional CRM systems.

Customer Enablement
‘Organisations used to think they were in control of products and services and the way they were priced and the communications channels and channel strategy was under your control – get over it. You are no longer in control.’ Steve Prentice, VP, Gartner UK

‘If you find your firm does not foster, encourage and manage participation with customers you’ll probably be out of business.’ Michael Maoz, VP, Gartner US

Maoz predicted that CRM investments would focus on three areas – collaboration and social CRM; customer-enabling self-service technologies; and analytics integrated with applications for sales and customer service.

Customer Managed Relationships Click to read the whole story

The Cold Calling Revolution Click to view video