The former head of CRM at Bank of America has written a book entitled “The Customer-Transparent Enterprise” explaining his philosophy and the blueprint for getting there. It examines social and peer-to-peer networks that are changing customer relationships and how companies need to integrate them with their existing channels.
In this Voices of CRM podcast, DeGregor discusses:
- His experiences in CRM
- The customer transparent enterprise model
- The difference between B2B and B2C companies
- The metrics to accomplish customer transparency