CRM 2 Definition


 High-Yield Methods uses an extremely simple definition for CRM 2.0: Adding value to customers in ways that add value back to the company. In my many years consulting in this space, I've never approached an engagement from any other perspective. Moreover, clients readily latch onto the definition to the point where it's a mantra, with questions such as "Are we adding value to customers?" and "Will we receive value in return?" commonplace.

 

That said, being ever the contrarian, I wonder, "isn't  'CRM 2.0' really CRM '0.0?' We've consistently espoused this approach in consulting and writing both since the mid-1990s. However, "CRM 1.0," the deviation into technology for technology's sake, drowned out us and others taking the customer-centric view. Although exasperating in one sense, it's also rewarding to come back to the beginning after all these years.