Description:

The business ecosystem has dramatically transformed – from one that was dominated by a corporate enterprise value chain to one that is now dominated by the customer – and their personal value chains. This chapter will explain how that happened and what that means to both the consumer and to a business.

Number of Pages: 12

What Should Be Included and Why?

 KWabst - nowhere specific I saw to put this suggestion, since it is related to the book as a whole, so I will put it right up front. Feel free to remove or place somewhere else. A CD or download (additional fee?) of the 4th edition in digital format that could be read on the computer, as an e-book - pdf with support for screen readers (or Kindle) on an iPod would be awesome. A CD could contain sample vendor programs, white papers, PGreenberg & friends podcasts and other works. I bet you would be a hit on Audible.com! Some of your fans might appreciate the ability to learn from a CRM guru in an updated 21st century type format.

I have scanned chapters of the 3rd edition (destroying the book in the process) and used OCR and a Text to Speech program to create mp3s that I could listen to during my commute.

Content Chats

 This is a minor edit to the definition of CRM 2.0.  It's still not perfect, but it's a little tighter.

CRM 2.0 is a business philosophy and strategy that fosters mutually beneficial conversations with customers through technology platforms, business rules, business processes, and social characteristics. It is the company's response to the customer's ownership of the conversation.

Chapter Library

Documents

(Paul G.) Edelman Trust Barometer 2008 (Might also include in Chapter 33: I Want This Chapter To Be On Privacy, But If I Wrote It, I'd Have to Blog About You)

Video

Audio

Vendors Who Could Be Showcased in this Chapter

Schedule A Demo or Phone Call

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