CRM 1.0 vs. CRM 2.0

• Starts with a (ready developed) product
  
• Strong Focus on SFA
  
• Gathers information about the customer
  
• Where is the Customer Relation?
  
• Where is the value (+experience) for customers?
  
• Process focused (Inside-Out view)

• Provide content to engage consumers in a conversation
  
• Collaborate on products and services
  
• Listen to users and customers
  
• The consumer engagement will lead to loyal customers
  
• This will create a Meaningful Customer Relationship that brings value to both sides!

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