This is an interesting question that companies will ask themselves when it comes to implementing next generation CRM systems and processes. Not only the customers must see a value in sharing knowledge and data, but also the business must have a compelling reason to change!
Some good arguments for an upgrade to CRM 2.0 are:
- The fast changing economy in our days
- A different business climate compared to the 90s
- Shorter product life cycles
- Customer has more and more choice - products become a commodity
- Differentiate through unique customer experience rather than price or quality
- Loyal customers are more and more important to ensure enduring revenues
- CRM applications got more flexible and richer in functionality
