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Merkle Publishes New Book: Connected CRM: Implementing a Data-Driven, Customer-Centric Business Strategy

March 4, 2014
Columbia, MD

Merkle, the leading technology enabled, data driven customer relationship marketing (CRM) firm and the nation’s largest privately held agency, has announced the  launch of a new book, Connected CRM: Implementing a Data-Driven, Customer-Centric Business Strategy, written by David Williams, Chairman and CEO. The book reveals how customer centricity has rapidly evolved from a back office initiative to the central operating strategy of many of today’s leading brands.

“As the marketplace grew exponentially during my 25-year journey in the marketing business, the observations I and the team at Merkle made along the way have shaped a new way of thinking about how brands can capitalize on an ever-increasing digital world to create unique customer experiences that build sustainable competitive advantage,” said Williams. “Using real-world examples, I take the story beyond what and why of customer centricity, to focus on how companies can bring customer strategy to life- and monetize it.”

There are three macro trends that are changing the marketplace landscape: the digitization of media and channels; the proliferation of social media networks at scale; and the ability for consumers to access media anytime, anywhere. Marketers are responding with data-driven, digital customer strategies and a collective business model transformation. Connected CRM focuses on the data-driven blueprint for creating long-lasting, highly profitable customer relationships on a massive, measurable scale.  It is the systematic approach that will improve financial results, create competitive advantage and drive shareholder value.

To learn more about the book and download a complimentary excerpt, please visit our Connected CRM website.


About Merkle

Merkle is a leading data-driven customer experience management (CXM) company that specialises in the delivery of unique, personalised customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organisations have partnered with Merkle to maximise the value of their customer portfolios. The company’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive hyper-personalised marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive improved marketing results and competitive advantage. With 13,000+ employees, Merkle is headquartered in Columbia, Maryland, with 50+ additional offices throughout the Americas, EMEA, and APAC. Merkle is a dentsu company. For more information, contact Merkle at 1-877-9-Merkle or visit www.merkle.com.

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