- The balance of power between companies and customers have dramatically changed. Now customers are more aware of its power, they are able to create communities and hence be listened by companies.
- Technologies have evolved, and new media are a land of opportunities for one to one marketing.
- The landscape has also changed a lot. From a niche of companies using top of the line customer relationship management program, most of competitors now have their own CRM strategy, which leads to an overload of programs and a high number of potential benefits in front of the customer.
- Multichannel retailing is moving fast, and most of retailers have both Internet and real stores. Some of them have also mobile commerce plateform. Therefore it is difficult to get a hold of the different point of contacts with the clientele.
This presentation will aim to make a summary of how CRM has been thought, and how it has evolved. It will also shows out the main trend and example of what new customer relationship management strategy will look like in a near future.
If you have any ideas, please feel free to share, I'd be happy to show you out my work while it will be done.