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Totango and OVUM present: Beyond CRM – CRM Trends 2013

“Traditional CRM has run its course.” – Carter Lusher, Research Fellow and Chief Analyst, OVUM

Totango and OVUM recently hosted a webinar to discuss “The Customer Adaptive Enterprise”. Carter Lusher discussed how the relationship with your customer is the most valuable asset your company has. CRM needs to be recalibrated starting with a “true customer focus” and evolve into a customer adaptive enterprise approach.

Lusher goes on to explain the importance of understanding customer engagement and interacting with them at multiple touch points to increase loyalty. See what he lists as the CRM trends to watch for 2013:

Totango and OVUM Present: Beyond CRM – CRM Trends 2013 from Totango on Vimeo.

Get access to the FULL webinar here.

And review the presentation here.

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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