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Customer Engagement in the News – Weekly Roundup May 12, 2014

Breaking the Myth of CRM (hint: you are no longer in charge)

In this post SAP VP of Product Marketing, Jamie Anderson, explains why Customer Relationship Management technologies were never really about managing customer relationships, but rather, managing customer information.   When it comes to managing the customer relationship, your digitally connected, information saturated customers are actually the ones in charge.   It is customers who will decided if, when and how to engage with you.  And it is up to companies to utilize their CRM technologies to manage their customer data and ensure when interactions do occur, they are personalized, compelling and meaningful.

Customer loyalty the next battleground for wireless carriers

Don Reisinger for CNET details how nearly half of current feature phone owners could switch carriers in the next 12 months with Sprint running the highest risk of losing a large number of customers.

Do You Know, Like and Trust Your Customers?

Shep Hyken for CustomerThink explains the benefit of companies evaluating their customer relationships from the opposite direction.  Rather than asking whether the customer knows, likes and trusts you, find out if you know, like and trust your customers.  

Rethink Big Data to Give Consumers More Control

H. James Wilson for Harvard Business Review describes how government policy changes on Big Data and privacy can provide new opportunities for entrepreneurs by creating tools and solutions to give consumers more control and insight into their personal data.

What Marketing is Now Really All About

Jason Thibeault for MarketingProfs explains that the more traditional forms of marketing such as broadcast and transactional marketing are not irrelevant, nor have they been completely replaced by some of the newer forms of marketing like influencer marketing.  Instead, companies should look at whichever techniques, likely a variety, will help them connect and engage with their customers as often as possible. 

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