At CRM Evolution, Brian Vellmure, founder of Initium Technology, gave a talk on the future of customer relationships. He peered well into the future, envisioning an era when the Internet anticipates customer needs and delivers advice automatically. That can only happen when companies develop sufficient knowledge about their customers — and foster the trust of those customers — to make recommendations. Those two concepts are often at odds with one other today, so business is going to have to figure out ways to foster tighter relationships without appearing too invasive. But, said Brian, this could happen.
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What Customers Expect: To Get Value and Be Valued
Posted by: Christopher J. Bucholtz August 11, 2011 05:00 AMAt CRM Evolution, Brian Vellmure, founder of Initium Technology, gave a talk on the future of customer relationships. He peered well into the future, envisioning an era when the Internet anticipates customer needs and delivers advice automatically. That can only happen when companies develop sufficient knowledge about their customers — and foster the trust of those customers — to make recommendations. Those two concepts are often at odds with one other today, so business is going to have to figure out ways to foster tighter relationships without appearing too invasive. But, said Brian, this could happen.