CHAPTER 36
Can You Remember One Thing?
Whenever we can personalize a customer experience, we’ve gone a long way toward making it memorable. Every customer wants to feel special, and personalization, even in very small ways, can help us create that feeling.
Of course, computerized customer relationship management (CRM) systems are the most popular way to personalize these experiences nowadays. Software today can hold a virtually limitless amount of information about customers, which is why Big Data (the large amounts of data collected from customers via their digital interactions) and mass customization are among the most talked about topics in the customer-focused fields. However, CRM systems are only as powerful as their ability to be present ...
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