Developments in technology over the years have changed the way that businesses interact with their customers. Gone are the days when a customer relationship management (CRM) program took care of all customer interactions. Social media has become a major influencer with the development of review sites and the sharing of information. Mobile and other touch devices are also changing the way we interact. This is all influencing the way that business is carried out and the way we interact with our customers.
Technology influences customer’s attitudes and behaviors. Opportunities exist and unfortunately dangers are lurking out there too. This requires a change in marketing focus as it should include the influence that emerging technologies have on customer behavior.… Read the rest