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INNOVATIVE EXAMPLES OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

What are innovative examples of customer relationship management (CRM)?

If the question is specifically to do with data transparency, I think we have examples all around us.

Starting from Blue Dart, FedEx, Amazon to Banks & financial institutions, all of them are providing access to information readily to their customers.

Self-Service is the way to go if the idea is to give customer independence. The biggest bottlneck now is disparate technology platforms that companies have acquired for their different channels/touch points. That’s the reason Omni-Channel is gaining importance.

But really, I feel that Customer Relationship Management goes much beyond data transparency and making customers really understand how their data is used.

Innovation is Customer Relationship Management is Personalization, Enhancing Customer Productivity, Proactive need fulfillment & assistance, seamless integration with Customer’s lifestyle, building emotional value rather than mere functional value, etc.,