Is 2012 the Era of Customer Engagement?

Listening to your customers is paramount, and there’s absolutely no doubt why Paul Greenberg , a thought leader in the CRM industry, thinks that 2012 is the era of customer engagement.  The most successful organizations co-create products and services with customers, and integrate customers into their core processes.  How your customers feel about you and what they are prepared to tell others about you can heavily influence your revenue and profit, so it’s essential to examine various ways to ensure engagement with your customers.

Research firm M2 says that by 2016, the gamification market, currently sized at $100,000,000 will reach $2.8 billion, with 200% growth in 2012.  “Gamification describes the broad trend of employing game mechanics to non-game environments such as innovation, marketing, training, employee performance, health and social change,” said Brian Burke, analyst at Gartner.  The goal of gamification is simply to achieve higher levels of engagement, change behaviours and stimulate innovation.

An integrated CRM system is another essential way to provide an interactive customer engagement experience.  With a fully integrated CRM system, you will be able to monitor customer suggestions, feedback, and customer interactions from start to finish through the entire sales cycle starting with initial contact to customer service and defect resolution.


Reference article:    2012 is the era of customer engagement

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