Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.
try to provide a forum for that. You have the peer-to-peer networking, the opportunity to have mentoring, training, and education, and then, as we've already talked about, the user-generated content, both by expert groups and by the members themselves, provides an additional set of experiences to help you be available to the latest that's going on in terms of approaches, what's been successful, [and] how things have been handled before. So there's lots of opportunity to grow your competency around your pr