 | The old world order--an “inside out” model of information flow from corporation to customer--is quickly being replaced by an “outside in” model where customers are in control and are communicating among each other faster than businesses can communicate internally. Across a variety of business functions, people have changed existing business processes and even created a few new ones because of social media. The affected functions include public relations, customer service, marketing and advertising, market research, product innovation, and sales. These changes have spawned individual initiatives delivering significant benefits to people in those business functions. However, a new operating model is emerging that promises to reshape the playing field: Customer-to-Business (C2B). Request Free! |
