Customer Relationship Management

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CRM and P2P networks - A good combination?

The spurt in the usage of P2P networks (Social networking) has been the primary factor for creation of CRM 2.0. But the question is, is this the right forum for capturing and/or retaining your customer?

When you visit social networking sites do you go there for building your network or for having fun or even for catching up with friends? Would you like to be targeted by a company sellling its products/services? Will you take kindly to a service agent trying to engage you into a chat about your recent complaint about your cellphone? Will you take this as an invasion of your privacy? These are some of the important questions which today's CRM gurus are trying to answer. Let me know what you think of CRM 2.0.

Posted by Shreedeep Panicker on January 16, 2009 6:31 AM | Permalink

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