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This paper explains how marketers must redefine their approach to reflect radical shifts in channels and customer behaviour - including an accelerating shift toward addressability, growing convergence between online and direct channels, and increasing customer power to shape marketing dialogues and buying experiences. The author discusses how marketers must engage customers and prospects in a personal, cross-channel conversation that builds upon that individual's past and current behaviour. The author also explains how marketers must listen to all information provided, analyze it and respond - sometimes in real-time - in ways that are compelling, timely and relevant.
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