Engaging Your Customer: New Recipe for A Long Marriage

Technology Revolution: The Future of Now

Bonnie D Graham

News, Business News, Technology

4.9 • 112 Ratings

🗓️ 11 September 2013

⏱️ 57 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

The buzz: CRM. Has your company’s CRM evolved to keep up with today’s digitally-empowered, brand-controlling customers – or is it stuck in vanilla call-center mode? If the latter, wake up! Your audience is seizing the power moment-by-moment via smartphones, 4G networks, social networking – and defying traditional CRM tools. The experts speak. Brent Leary, CRM Essentials: “When it comes to building lasting relationships with customers living in The Millisecond Economy, ‘speed thrills and the lack of it kills’”. Susan Etlinger, Altimeter: “The greatest danger in times of turbulence is not the turbulence; it is to act with yesterday's logic (Peter Drucker, management consultant, self-described ‘social ecologist’, 1901-2005). Jamie Anderson, SAP: “My philosophy born from eight years in the recording industry: ‘I’d rather be a failure at something I love than a success at something I hate (quoting George Burns, late actor) ’”. Join us for Engaging Your Customer: New Recipe for A Long Marriage.

Transcript

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0:00.0	Brian Dean Wright here, former CIA operations officer and hosts of a daily news podcast called The Right Report, like the Wright brothers.
0:08.6	Each morning at 5 a.m. Eastern, I take you with me around America and around the world for news that you need to know.
0:14.5	But here's what's different about the Wright Report. I use news sources from the left like MSNBC and from the right, like Fox News.
0:21.7	I present that to you before I then make clear that I'm pivoting to my analysis and opinion of what to make of it all.
0:27.4	And that's important, separating facts and data from analysis and opinion.
0:31.5	In fact, that is exactly how a good intel officer does it.
0:34.5	We're trying to provide global secrets and assessments to the White House in what is called the President's Daily Brief, and that is why my podcast is so very different.
0:42.7	So join me and thousands of my listeners each and every day on The Wright Report.
0:46.8	You'll find it Monday through Friday at 5 a.m. Eastern on all major podcast platforms.
0:51.6	Once again, I'm Brian Dean Wright. I sure hope to see you tomorrow morning
0:54.9	with your daily presidential brief on The Wright Report.
1:09.6	Welcome to the most nutritious hour of business talk all week.
1:13.8	This is Coffee Break with Game Changers, presented by SAP.
1:17.7	The best run business is Run SAP.
1:20.3	Your host and moderator is Bonnie D. Graham.
1:22.7	You'll hear from the innovators who have learned to use game-changing technologies
1:26.0	to shake up the status quo and help move
1:28.4	today's businesses in new directions. Now, here's Bonnie D. Graham. If you want to run with the game
1:35.1	changers, you're in the right place. Today's buzz, CRM. Oh, you know what that is, customer
1:41.3	relationship management. Where have you been? Anyway, has your company CRM evolved to keep up with today's digitally empowered brand-owning, brand-controlling customers?
1:52.5	Or, here's the big or, are you still stuck in the good old?
1:56.1	We have a call center.
	...

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