Voices of CRM

A SearchCRM.com blog covering the latest CRM news and trends.

» VIEW ALL POSTS Feb 8 2011   2:36PM GMT

Dennis DeGregor and the customer-transparent enterprise



Posted by: Barney Beal
Tags:
CRM strategy
online customer service
social crm

Dennis DeGregorOrganizations need to transform their 20th century CRM practices that focus from the enterprise-out to 21st century practices that focus from the customer-in, according to Dennis DeGregor.

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

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