Good piece, Paul. As you know I always enjoy and appreciate your perspective. It is exciting to see the customer strategy topic in general getting reinvigorated with so much passion on all sides. It is a great sign that businesses are putting their customers at the top of their priority stack.
When I look at the industry events mentioned and the surrounding discussion that is gaining so much momentum, the next generation of customer engagement is the central theme. Whether it is labeled customer experience, social CRM, CRM X.0, customer-centric business strategy or something else is really neither here nor there. The inspiring piece is at the center of all of these discussions is a business trying to deliver a better experience to their customers.
I tend to agree with Mr. Rampen?s perspective below. A marketer?s job is to be obsessed with their ?Customers job?. This is exactly right. It?s not about playing industry games, it is about communicating in a fashion that makes a customer?s job easier. The debate going on here is great for industry insiders like us, but Wim is right that the customers don?t care. The articulation of our solution as RightNow CX, the customer experience suite, has proven greatly simplifying for our clients and prospective clients that are chartered with delivering a consistent experience to their customers across their web, social and contact center interaction points.
Thanks for the discussion. I am excited about the innovation and passion that exists on customer-centric business and applaud anyone who has conviction on the topic.
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