As we push deeper into 2015, businesses are still looking at technology to help drive innovation and simplify operations to build long-term customer relationships that drive company growth. Today’s customers have evolved, empowered with new technology and higher expectations they interact with businesses across any channel at any time and expect companies to deliver accurate and personalized experiences. This requires strategic CRM applications to go beyond the traditional, passive 360-degree view of each customer and play an active role in ensuring those customers are provided with exceptional experiences. Today’s CRM applications must empower organizations to leverage the digital revolution as their competitive advantage, better engaging today’s empowered customer.
As companies look to further improve customer engagement, organizations should consider the following three trends:
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