Has customer empowerment killed CRM?

June 20, 2018
00:0000:00

Why it Matters:

"We now live in a world where companies and brands no longer have control of marketing, advertising, or the conversation with their customers."

In a very short period of time, the balance of power has shifted dramatically away from push communication strategy, and morphed into a collaborative engagement strategy between consumers, brands, and channel partners. So, in this new world, is there still a place for CRM (Customer Relationship Management) or the Experience Economy? Are these concepts outdated and need to be thrown out? If so, what has replaced them for marketers who practice and depend on loyalty and relationship management?n our fast paced ½ hour together we will hear from Michael Lynch. With a career as diverse as loyalty itself, Lynch comes from years in both the gaming and hospitality industries. Read the rest of this entry »