“When brands send out feedback requests to CRM databases, why not get new product development ideas out of it too? So then CRM becomes both research and new product development. And, if brands get customer feedback at the point of sale via mobile, why not recruit them to a branded online community to tell them about new offers and get their help in refining them? This way, customer feedback becomes both CRM, NPD and PR”. via: Tom Woodnutt, Director Innovation Hall and Partners.
More merging of boxes – create the entire brand and pricing model on it, Giffgaff.