Customer Relationship Management (CRM): Digital Marketing

Watch this video in which Bill Rand explores a model for using customer relationship management to market to an audience. Marketers use CRM tools to keep track of customer interactions with consumers over time. For example, they use data to keep track of the consumer's journey to monitory the touch points they have with each individual. This includes the customer's experience before they make a purchase, during the purchase process, and after the purchase has taken place. What data can you track? How do you use the CRM? What are the benefits? What are some tools for CRM? What is social CRM?