Get ready for street commerce
According to MIT Sloan, the global customer relationship management (CRM) market exceeds $50 billion annually and yet consistently 55-75 per cent of implementations fail to meet the expectations of business stakeholders. There are case studies of successful CRM projects, but it raises the question of the validity of building silos of customer data in the belief that it adds intrinsic value to the enterprise balance sheet or the customer experience. Will emerging technologies change the way we think about managing customer relationships and interactions?
