Now is the time to switch to Customer Engagement
Is traditional CRM still relevant today? Or should marketers be looking to deliver greater customer experiences to drive engagement with their brands and products? These are just some of the questions addressed by leading analyst, Jeremy Cox. Cox specialises in CRM programmes, and after 30+ years working and specialising in this discipline, has reached the conclusion that traditional CRM is obsolete.
At CI Group, we run many leading Customer Engagement programmes for both commercial and consumer audiences, and, we can say with some degree of certainty that there is a large degree of truth in what Cox has observed. Customers are no longer satisfied with being processed and served, they want experiences, which CRM just can’t deliver. And, as Cox stipulates in this article, marketers need to consider the greater experience in order to drive satisfaction, loyalty and repeat business.
If you want to investigate the power of Customer Engagement further, contact me: dan.honer@cigroup.co.uk