As the world becomes more connected and mobile, creative CRM designers and analyst have a great opportunity to reach customers on multiple channels - desktop online and mobile online being the most far reaching but also the traditional channels of call centre. The question of working with inbound versus outbound channels will soon become irrelevant as propositions will be delivered on the most appropriate channel based on relevance.
With a wider canvas for an organisation or individual to relay their message coordination becomes a far more critical factor. For example if I have presented a proposition to a customer via Mobile would it be wise to relay the exact same proposition via direct mail? These question regarding contact frequency become more complex. As tools become easier to use, CRM practitioners of the future will need to focus on proposition co-ordination and relevance.
