Posts Tagged ‘ facebook customer opinion shaping ’

Predicting the next step in Customer Management

So what happens once all the companies where customers matter have implemented their state of the art CRM platforms? All interfaced, 360 degree customer view, complete control over structured, transparent customer data.... what a beautiful position to be in. What's next? Where lies the the next challenge then? Of course, companies will still have to innovate in terms of products and remaining competitive. But the next real challenge lies in reverse customer management. It's enabling the customer to manage the relationship with its supplier. Self service is part of that - often that afterthought in projects, almost a necessary evil from a company's perspective: 'Oh yes, we have to enable the customer to do this and that himself too'... Reverse Customer Management goes further than that. In years to come, customers will want complete control over their suppliers, preferably in one interface, in their own CRM system. Whereas companies create 'customer accounts', customers will want to create 'supplier' accounts and keep control over their supplier relations. The customer will manage the relationship. Combine this with Gardner's predictions about the future power of social networks in evaluating products, services, organisations and the power balance will experience a major shift from push to pull. We are really just at the start of the customer revolution. [ READ MORE ]

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