Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.
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might apply that in business because, as we've already discussed, more and more businesses will be utilizing social media and Web 2.0 techniques to reach and influence their customers, and be influenced by their customers. This will give them a kind of a practice place, if you will, to have that experience and begin to generate the thinking around, “How might I apply these types of experiences, these types of technologies, to my business?” WT: Gentlemen, thank you so much for joining us today. And I