Monthly Archives: January 2008

On marketing and the social customer

Just read this interesting article, by Elana Anderson on CustomerThink, about how marketeers could leverage Web 2.0 and social networks to improve their company’s reputation. I do believe that the tips in this article not only hold true for people … Continue reading

Posted in CRM 2.0, CustomerThink, Marketing, Social Networking | Leave a comment

On Oracle and BEA: What about Fusion Middleware?

According to this article on CRM Daily, Oracle has significantly increased it’s bid for BEA to US$ 8.5 Million, and it looks like the deal will be closed. The press release apparently states that the acquisition of BEA is complementary … Continue reading

Posted in BEA, CRM Daily, Fusion, Middleware, Oracle | Leave a comment

On justification for CRM investments

I’ve just read through an interesting article by Scott Santucci on CustomerThink. I do not neccessarily agree with his views, but the premise of his post is interesting however. What would you say if your CEO asked you “What did … Continue reading

Posted in CRM, CRM 2.0, CustomerThink, Investment, KPI's, Success, Web | Leave a comment

On predictions for 2008

Much like the end of the year, everyone seems to be publishing predictions, trends and the future as a year begins. A little bit later than I had anticipated, I’d like to put in my two cents as well, from … Continue reading

Posted in 2008, Business Intelligence, Citizen Relationship Management, CRM, CRM 2.0, Customer Service, Predictions, Service Effectiveness | Leave a comment

On CRM and User Adoption (2)

A little while ago I posted about the difficulty in getting Sales Representatives to use CRM applications, as opposed to Service Reps. A recent survey in California, by the Sales Lead Management Association, shows some interesting results, as quoted in … Continue reading

Posted in CRM, InsideCRM, Investment, ROI, Sales Force Automation, Survey, Technology | Leave a comment

On Dutch telecommunication industry predictions

Every once in a while I feel I need to plug my employer, Deloitte Consulting. In February the global practices of Deloitte will publish their yearly report on predictions for developments in the telecom, media and high tech industries. If … Continue reading

Posted in 2008, CRM, Customer Service, Sales Force Automation, Service Effectiveness, TMT | Leave a comment

On customer data integration (4)

This is post 4 of a 4 part series on the concept and application of Customer Data Integration (hereafter referred to as CDI). The first post dealt with the definition of a number of concepts that make up the field … Continue reading

Posted in CDI, CRM, Customer Data, Series, Technology, Value Proposition | 2 Comments