The evolution of CRM [electronic resource] / Neil Woodcock and Merlin Stone.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Principles of marketing: Publisher: London : Henry Stewart Talks, 2014Description: 1 online resource (1 streaming video file (39 min.) : color, sound)Other title: Evolution of customer relationship managementSubject(s): Consumer behavior | Customer relations -- Management | Electronic commerce | Industrial marketing | Internet marketing | Leadership | Social media -- MarketingOnline resources: Click here to access online | Series Animated audio-visual presentation with synchronized narration.
Title from title frames.
Contents: Characteristics of customer management leaders -- Customer management evolution -- 21st century CRM -- Businesses become socially enabled -- The rise and rise of digital -- Social and mobile -- Spend on social, digital and mobile -- UK vs. US -- Technology trends -- Tablet penetration -- B2B -- Trends in customer behaviour evolution -- Using social to engage -- Brand vs. customer mis-alignment -- Digital fuels low latency -- The B2B lifecycle -- Evolving customer behaviour -- Spread of information -- Community -- Discount culture -- Listening -- CRM challenges -- Workflow and agility -- Data challenges -- Organisational challenges.
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Mode of access: World Wide Web.