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People have always been social, but companies have traditionally operated in a more command-and-control manner. CRM (as commonly practiced by most companies) is an internally focused approach to automate processes and extract value from customers. While CEM is more concerned with delivering value to customers, it still assumes the company is in charge of "orchestrating" experiences. CRM and CEM aren't going away anytime soon, but there's a new business opportunity - and threat - due to the explosion of social media and online networking options.
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