To Measure Customer Engagement or Customer Disengagement? That Is The Question
The new Social CRM frameworks being bandied about are talking about customer engagement models under the premise (in some cases) that this is an outside-in, customer-centric strategy — not a toolset. But is it? I’m going to suggest that in most cases, it won’t be. If 95% of the businesses today our inside-out, what makes anyone believe social monitoring…