Customer Service Is The New CRM
Interesting story on 1to1 Media, where Jason Mittelstaedt goads CMOs to take charge of customer service too. He says marketers may be designing the customer experience, but they’re ill-equipped to deliver on it. First, they’re not responsible for many parts of the experience. Second, they’re taking a piecemeal approach to customer experience by working on it as a set of distinct initiatives instead of taking a more holistic approach. Read more here.