CRM Buyer Talkback

Re: CE: Our Next Great Customer-Focused Buzzword
Posted by: Christopher J. Bucholtz 2012-09-09 12:13:43

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CRM is not itself a technology -- it's a discipline enabled by a technology. But
the ideas are so completely enmeshed with technology today that it's almost impossible to talk CRM without lapsing into jargon. That's led to the abduction, abuse and expropriation of technical terms, which often results in confusion over what they actually mean. Just look at how terms like "the cloud," "customer experience" and "social CRM" have been loosely handled. At this stage, the definitions of these terms are cloudy at best.

Re: CE: Our Next Great Customer-Focused Buzzword
Posted by: ShepHyken 2012-09-09 12:18:07 In reply to: Christopher J. Bucholtz

Customer engagement may be big. But before CE can happen, you have to have EE – Employee Engagement. It all starts with the employees!