No, it's the Customer Economy, a world where customers have more power than ever before, the power to choose to work with your company. Now that e-mania is over, it's clear that the Internet didn't change everything after all.
Customers can choose from an exploding number of products, services and purchasing channels.
Intermediaries have proliferated, ironically outlasting the dot-com upstarts that brashly predicted the demise of traditional distribution models. And the enterprise, your enterprise, must manage this complex multi-channel world, keep customers loyal and make a profit. Thanks to the Web-accelerated power shift to customers, CRM is essential to create a sustainable competitive advantage based on relationships, not just products. The Internet has created tremendous challenges, to be sure. Yet any change also brings opportunities for new leaders to emerge.