E-Commerce Investigate

The Changing Face of Marketing Automation: Managing Customer Dialogue in an Online, Offline, Social, Digital, Multichannel World

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Executive Summary

Modern consumers are Web-savvy, mobile-loving people who typically spend more time online than reading magazines and watching TV. These changes in behavior are fundamentally changing the face of marketing - and in ways that are bringing about the convergence of direct marketing and mass marketing. Today's customers demand product and service information that's personally relevant, timely and delivered via their preferred channels when they choose to interact through them.

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