Social CRM: the Next Evolution in Marketing

Brian Fetherstonhaugh, CEO of OgilvyOne Worldwide, took the stage at the DMA 2012 conference in Las Vegas to discuss the impact of Social CRM.

Over thirty years ago, a phenomenon entered the marketing universe called CRM. Today, the newest game changer has been with social engagement, sweeping across the world with 23% of all online behavior happening in social networks. But there is tension between these two forces. Some marketers see the scale, discipline and commercial value of CRM, and are often too quick to dismiss Social. Others, the digital enthusiasts, think Social is the way to go and that CRM is a thing of the past. Both of these assertions are wrong. The winners in the decade ahead are those who draw on CRM and embrace Social together.

Watch the video below.

Posted in The Future of Selling

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