Customer relationship management (CRM), especially the relationship piece, is in a serious state of flux. Marketers can no longer do the same old thing because new technologies are throwing up roadblocks to the relationship. Daily-deal sites like Groupon offer consumers shortcuts and pricing advantages that bypass marketers completely. Consumers make purchases on auction sites based on product reviews, keeping shoppers away from your website and eroding the relationship even further.
CRM
Neil M. Rosen is President and CEO of Fairfield, Conn.-based CertainSource, a B-to-C funnel acquisition management and email retargeting solution provider.
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