Godfather Of CRM

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4. The new definition of CRM in the future

The principle of customer relationship management has been discussing in the past 20 years that means it is not a new thing. According to the interview of Paul Greenberg who is the people called “the Godfather of CRM” in 2015, he mentions the future CRM system will become more powerful to direct the business operation. Paul said the future trade of CRM is “customer engagement” that means the customer will interest and interact with the company. Based on collecting the customer feedbacks and information, the company will build their own business models to invest. Customers opinion will engage in the decision making level. Also, company will explain to their customers what are they doing and ask their opinions. Interactive communication will be more common (Musto, Paige, …show more content…

Mobile devises are substituting the traditional PCs, people use it everywhere at any time. Mobile CRM is the biggest trade in the future. Also, cloud-based CRM certainly will continue develop, now the cloud system is used on store the information and tracking the customer, cloud technology will be more widely using for the business purposes. The other important trade is social media-based CRM. Social media is an important component of marketing today that is the effective way to achieve the competitive advantage (Carreiro, Paul, 2015). In the future, the strength of social media will be hung because almost every internet users are using social media to communicate and share their daily life online, such as Facebook and Twitter. It will be a huge marketing battlefield that would help the company to manage and use the concept of CRM to increase social media’s business value. The company may collect more customer information and communicate their customer online and effective build the relationship with the customers (Shih, Clara,

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