The relationship marketing guru and author of the new book "Why CRM Doesn’t Work" visited Mobium June 25 to reveal what’s fundamentally wrong with today’s whiz-bang CRM systems—and show how a radical rethinking of relationship marketing is necessary in today’s customer-driven world.
In "Saving CRM: Eight Steps to Reviving Customer Relationship Management by Empowering Customers," Newell detailed how traditional CRM practitioners unintentionally destroy the relationships they seek to improve, and proposed eight important things CRM practitioners can do to transform their expensive and ineffective systems into true ROI-generating customer empowerment tools.
