In the last 5-10 years buying behavior changed more than in the 50 years before that.
Expensive call centers in the US to off-shored based call centers, finally killed cold calling too.
Today’s "Market Interaction Model" is completely broken and customers want a divorce!
In the eye of a customer: Sales people are the commission motivated enemies.
Need A platform where recommendations can happen, where prospects meet buyers, where partners meet experts, where an open information exchange is possible and the respective vendor turns out to be a guide and moderator in the process.
The business challenge
Today’s customers are the richest, best educated, and most time starved in history. This customer is also the most individualized, meaning that from an early age the customer has been taught to regard his or her needs as unique and requiring unique solutions.
Growing customer share
As a practical matter, customer intimacy quickly boils down to capturing information about the customer including problems, questions, needs, likes, dislikes, aspirations, and biases, and then using it before and during the customer interaction to craft products and messages, as well as experiences that customers resonate with. How well a vendor knows a customer will determine how successful the vendor is in the market.
Given this reality, it should be no surprise that CRM must adapt to keep up with the times.
This has almost nothing to do with the old CRM system most of you know. CRM 2.0 is definitely not the old enterprise monster with yet another set of features.
