The customer experience influences purchase decisions and cultivates brand loyalty. Consequently, the enterprise customer relationship management (CRM) strategy must focus on delivering a superior customer experience. In an article published at SupplyChainBrain.com, our experts discuss how social media is redefining the CRM landscape.
Companies can address the challenges in customer engagement and gain insights by:
Rakesh Kumar Mishra, Industry Principal Consultant, Oracle practice, Infosys
Rakesh heads the Innovation Center for Enterprise Solutions and focuses on social CRM-enabled customer experience transformation. He has more than 15 years of experience in the IT industry. Rakesh specializes in discovery, incubation and deployment of emerging technologies for business innovation. He can be reached at
Sean Leo Ryan, Industry Principal Consultant, Oracle practice, Infosys
Sean has more than 15 years of consulting experience in customer relationship management, customer experience management, customer-centric design, and transformational customer technology. He has executed strategic CRM programs at global consulting firms. He can be reached at
Go social for a sustainable CRM strategy
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