Everything Changes But Nothing Changes

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Customer Relationship Management
Customer Experience
Right about the time I started in the CRM/customer strategy space about 12 years ago, a new term was coined. "Customer Experience Management" emerged as the new mantra for every organization, as well as a movement to reengineer companies, their employees, and processes around the customer.

Right about the time I started in the CRM/customer strategy space about 12 years ago, a new term was coined. "Customer Experience Management" emerged as the new mantra for every organization, as well as a movement to reengineer companies, their employees, and processes around the customer.

Since the emergence of this critical strategy for managing a customer's entire lifecycle, marketing, data, sales, and service professionals have been baptized by fire over and over again. From the humble beginnings of email marketing and hosted CRM, to the explosive mobile, social, and big data challenges, companies have been witness to major sea changes and many often feel like they've jumped in head first without a life raft.

Today, as I begin a new journey as Editor-in-Chief, I look back at the past and am reminded of these many changes, struggles, and achievements in that ever-evolving journey of "putting customers at the front and center," and I commend the many professionals in the space who have helped to shape the way we communicate with and experience brands today--an aim that surprisingly hasn't changed at its core.

In September 2002--my first issue of 1to1--we featured articles that included companies struggling with increasing their customer loyalty, targeted email marketing, and interconnectivity in the future.

Everything changes but nothing changes.

That trip down memory lane reminded me that the central idea of Customer Experience Management is still alive and well. George Bernard Shaw said, "Progress isn't possible without change." The mechanisms and channels through which we communicate with customers may have changed, but our core mission remains the same: to serve and communicate with customers when, how, and where they want.

At 1to1 Media, we too will continue to evolve with the mission of providing the content and services that our readers need to help advance the customer initiatives within their organizations. From our new Take 30 Webinars to our award-winning content, 1to1 Media hopes to continue to be your go-to source for everything customer-related.

As your new Editor-in-Chief, I welcome your comments and feedback about how our talented editorial staff can continue to best serve you. You can reach me at @miladantonio, mila.dantonio@1to1.com.

EXPERT OPINION
EXPERT OPINION