Keeping pace with the Changing Face of CRM
As the current generation is moving towards maturity and newer generation is slowly taking over, its time to reconsider the changing face of CRM.
The future needs will be dramatically different than today, there is an impact of media, social networking and word of mouth advertising much much more than the ad media alone.
Also the ageing pattern will play a very important role in the CRM domain.
While there are multiple data needs sources and information available, the need is but imperative to convert the information into the right knowledge and be able to take immediate decisions to modify your planning and strategy centering around the customized needs of the individual.
As emerging economies come closer together, new business models need to invariably emerge. A consumer needs more pampering than ever before and there is no limit to the imagination. iPhones have shown that its not always cost that drives the consumer behavior but its value and social status that can still yield enormous profits.
More and more focus is shifting towards and end to end post sales service and that makes inroads into the consumer pattern.
We know that there are many consumers who use multiple credit cards to avail the benefits that each of the cards provide. What if a single card can provide the multi-card features?
What if some of these cards can converge their billing cycle yet still provide the same benefits to the consumer. Collaboration, cooperation?
Can a consumer be closely involved in customizing their own needs. Moving forward from blogs, glogs (graphical blogs or an online rich media poster) could yet be taking over soon.
Simplified websites, easy to search and order capabilities and the fulfillment of the customized needs could be the path forward. At the other extreme end for the ageing population, CRM could mean more easier access to the human element.
The summary would be a robust combination of technology centering around customized needs as well as the involvement of the human element that shall probably drive the future CRM.
This shall take care of the requirements of both netizens and citizens. The cyclic loop continues....much more than ever before....The future calling - What is your readiness?
