Customer-centricity, multichannel marketing, relevant content and CRM 2.0: has anything changed?

When talking about social CRM with people, the first company that is mentioned often is It is weird to see how people link a topic such as social CRM immediately with a company or platform.

However, social CRM is much more than that. Yes, it is also about having a holistic and multichannel view on your customers and prospects. And, yes, it’s about social networks and CRM platforms too.

But most of all, at least according to me, it’s about a customer-centric mindset.

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