Call centres, CRM and cows: why modern service marketing is not like cattle farming

This article discusses the paradox that while technology should in theory help marketers to communicate more effectively with customers and improve their service, customers feel more alienated.

Call centres, CRM and cows: why modern service marketing is not like cattle farming

Tim AmblerLondon Business School

Technology creates pressures on marketers as well as the tools to relieve them. Reports, communications, planning, analysis and market research...

Not a subscriber?

Schedule your live demo with our team today