Friday, August 19, 2022

Customer engagement: The next buzzword

Customer relationship management applications have been around for years. But as this opinion piece by Christopher Bucholtz argues, CRM is really a way of serving customers enabled by technology, not a technology itself. But CRM has become a bit of jargon.
 
Which brings him to ‘customer engagement’, which he says will be the next hot buzzword in new products. Why care? 
 
 
 
(Customer agent image from Shutterstock)
 
Because customer engagement is the reason organizations have customer relationship management applications, he argues. But he fears ‘customer engagement’ will be redefined to suit software vendors.
 
It’s a provocative argument. Read it, see if you agree and let us know what you think.
 
RELATED CONTENT

Would you recommend this article?

Share

Thanks for taking the time to let us know what you think of this article!
We'd love to hear your opinion about this or any other story you read in our publication.


Jim Love, Chief Content Officer, IT World Canada

Featured Download

Howard Solomon
Howard Solomon
Currently a freelance writer, I'm the former editor of ITWorldCanada.com and Computing Canada. An IT journalist since 1997, I've written for several of ITWC's sister publications including ITBusiness.ca and Computer Dealer News. Before that I was a staff reporter at the Calgary Herald and the Brampton (Ont.) Daily Times. I can be reached at hsolomon [@] soloreporter.com

Related Tech News

Our experienced team of journalists and bloggers bring you engaging in-depth interviews, videos and content targeted to IT professionals and line-of-business executives.