CRM 3.0 is about having the best customer interaction resources. That means to make your online presence as easy to use as Facebook and as automatic as LinkedIn.Here is a white paper from SugarCRM one of the best vendors in this space.
They say:
The traditional sales and marketing funnel, in which prospects are led from awareness to consideration to purchase in an orderly, linear fashion, has been scrambled beyond recognition.
“It’s no longer a big bureaucracy talking to peons who can’t talk back,” says Don
Peppers, founding partner, Peppers & Rogers Group. “You’re no longer in charge. You’re
an influential participant, but a participant nevertheless.”
What you will learn:
- Three key principles for leveraging CRM in the cloud
- How one company realized significant cost savings and efficacy
- How CRM has evolved and what it means for your business