Sunday, April 20, 2008

Day 7 - Two Way CRM

Currently most of the CRM activities are initiated and driven by business rather than the customer. With CRM 2.0, this can change as the customer will play a much more active role in this relationship.
By providing data and deciding whom to provide the data, the customer actively steers the purchase decision and will speak to companies on the same level. Ideally, the relationship will be much deeper and the company is rewarded by true loyalty from the customer.
While most of the current marketing activities are based on analyst recommendations which derive their data from anonymous surveys the might - or might not - represent the consumers' demand, CRM 2.0 can help to let the customer take part in the creation and development of new products.
This will not only lead to new ideas and inventions, but also save cost and deepen customer retention.

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