Priorities in CRM

Customer relationship marketers are facing what could be one of the biggest years in CRM. Despite warnings of data overload, as the Big Data challenge comes to the fore, social CRM has the potential to revolutionise brand communications.

Technological advancements are creating more and more data sources for marketers to exploit, as well as new channels for engagement. Smartphone ownership continues to rise, as do the expectations of customers looking to connect via different portals - highlighting the importance of maintaining a single customer view.

To understand the potential challenges and priorities for brands looking to maximise customer communications, we’ve spoken to brands across the financial, travel, motor and retail sectors.

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