The Blossoming Relationship Between Marketing and Engagement in the New Customer Journey
Forbes | Retail | July 28, 2014
It’s clear to those of us who live at the intersection of technology and customer relationships that customers have radically changed the way they interact with brands. Traditional CRM tools are no longer sufficient because it’s not about managing customer relationships anymore—it’s about creating and optimizing engagement across a vast range of digital touchpoints.
For marketers, the upsides of the new customer journey are huge, but so are the challenges. Like it or not, brands and marketing teams need to rethink everything and begin utilizing resources that are better at facilitating and strengthening connections across a constantly growing list of engagement opportunities.