CRM Is Dead - And AI Can't Come To The Rescue Fast Enough
CIO, Tuesday, August 13th, 2024
AI hasn't changed a CIO fundamental: IT's job is to deliver business capabilities. Right now, stopping the slow slide into customer alienation should be a top priority.
I've changed my mind about artificial intelligence. It used to worry me. Now I can't get enough of it soon enough.
Why the change?
Once upon a time, CRM was more than a software category. It was a philosophy of doing business, exemplified by the late, great grocer Sid Applebaum, who reportedly explained (I paraphrase), 'Every time I watch a shopper leave one of my stores, I see them carrying $50,000 worth of groceries. Of course I let them return the tomatoes.'