Wheat and Chaff

28. August 2018.

I fear CRM could be tainted by the failings of social media and the bad actors who exploited social platforms. Today it seems especially important for CRM to separate itself from the worst aspects of social to the extent that we can. There’s certainly a lot to say — from continuing to talk about the care we take of customer data to explicitly renouncing some of the tactics that the bad actors have made habitual. I’m particularly concerned about using social media to provide negative reinforcement to people as a form of behavior modification.

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