CRM is moving away from “managing customer relationships” to “collaborating and engaging the customer.” This is a dramatic transformation. The differences between CRM 1.0 and CRM 2.0 with examples of companies making the change and their success – or failure will highlight this chapter. There will be some easy to read charts that will be based on ongoing research from a wiki at crm20.pbwiki.com that is developing the changes.

Number of Pages: 15

What Should Be Included and Why?

 

 (Maz P.)

•  
• How companies are collaborating with their customers. Methodologies. the
• Accelerating products and service improvement cycles using customer colaboration
• How the co-creation of products and services is a win-win for all parties and how its leading to increased customer advocacy
• Best practice example- Leading global bank- Listening & collaborating with customers across 160 countries to constantly improve their global online banking platform.

   

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 ResponseTek  - As a software & services vendor, enables organizational customer centricity, is used to engage in a meaningful dialogue with customers to collaborate and co-create or improve. Case studies on collaboration and company results.

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