In the CRM Chat series, Paul Greenberg, author of CRM at the Speed of Light and President of the 56 Group, joins George Wright, SVP and GM of Infor Epiphany, to discuss the latest trends, impact of technology, and more in CRM.
Part 1 - The Role of Trust in CRM Strategy
In Part 1 of the CRM Chat series, you will learn how to create "peer-based" customer trust and empower employees to deliver a consistent, transparent and honest experience. Hear about the "Get, Keep, Grow" strategy and the tools you need in place to create a good end-user experience and build trust.
Part 2 - The Impact of Technology on Consumers and Employees
In Part 2 of the series, Paul and George discuss the communications revolution and how it is empowered by technology and the demand for 24/7 access. Consumers expect top-notch customer experience with the companies they do business with every time, across every outlet, and at any moment.
Part 3 - VUCA - What is it and why does it matter?
Part 3 is all about the concept of "VUCA". How does Velocity, Uncertainty, Complexity, and Ambiguity effect businesses today? And how collaboration with employees and customers will play a big role in keeping informed of the "big data" explosion.
Part 4 - The Evolution and Future of CRM
In Part 4, learn how CRM has evolved to include Customer Experience Management, and what Paul means when he says, "Science of business that attempts to reproduce an art of life."
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