CRM 2.0: Creating a Win-Win Scenario for Your Customers.

This post comes from my friends Suzanne and Nancy at RRW Consulting. As a company who embraces Web 2.0 applications like blogs, wikis, video, RSS, widgets, etc., as a good way to enhance communication with our valued customers — and future customers — we were happy to see this article on what Rick Enrico, Founder, President & CEO, Juice Media Worldwide, LLC, refers to as CRM 2.0.

Enrico argues that traditional CRM doesn’t really work — and maybe never really did work. The problem? People prefer to have a choice over how direct marketers reach them, what products/services are marketed to them, and who markets to them. The concept of CRM 2.0 takes all of this into consideration by allowing companies to “engage and involve their customer in order to create a truly collaborative customer experience that makes the customer feel as though they are an essential element in the entire business relationship.” Thus, CRM 2.0 truly puts customers into the driver’s seat.

This concept is becoming very widely talked about and accepted into the business community. For example, there is a very interesting CRM 2.0 wiki that has the sole purpose of creating a community which will gather insight from the brightest CRM minds to design and shape the definition of CRM 2.0. Click here to read the rest of this article.