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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, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agency’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based 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 7,000 employees, Merkle is headquartered in Columbia, Maryland, with 21 additional offices in the US and 33 offices in Europe and APAC. In 2016, the agency joined the Dentsu Aegis Network. For more information, contact Merkle at 1-877-9-Merkle or visit www.merkle.com.

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