customer engagement, social crm and the 21st century business
DESCRIPTION
Paul Greenberg, Owner, The 56 Group y autor de"'CRM at the Speed of Light" en el marco del Congreso CRM + Social Media + Centros de Contacto 2012 en el WTC de la Ciudad de MexicoTRANSCRIPT
Forecasts
By 2014, 70% of all businesses in the Global 2000 will have gami!ed apps. [Gartner]
By 2016, we’re looking at a $2.8 billion market.
By 2012, 200% growth over 2011. $100,000,000. [M2]
Company preparation
Expectations. Meet customer expectations, if reasonable. Reactions. Don’t react to everything. Relationship. Treat customer as a partner, not a client. Involve customer as extension of company (community retailing). Resource. Resource customers to sculpt their relationship with you.
Value. Recognize customers and your idea of value are not the same. Important channels. Provide most important channels to customers, not necessarily all of them.
