♦ Marketing to a digital butler: Customer engagement in a VRM empowered world

In my previous post, I referenced Paul Greenberg’s brain dump of technologies, concepts, and theories that are pulling the CRM community toward a larger market of customer engagement.  CRM innovation is shifting from delivery of technology [footnote] By that I mean taking decade old CRM technology from on-premises to the cloud, with little customer oriented […]

♦ CRM’s evolution toward customer engagement

Over the last two years, mergers and acquisitions have driven many of the headlines in the CRM world [footnote] Disclosure: I’m back at Oracle via their acquisition of RightNow Technologies, a CRM/CX cloud vendor. [/footnote].  We’ve watched the broadest consolidation that CRM has seen in nearly a decade. At the same time, Gartner predicts the CRM market, […]