Monthly Archives: February 2011

On Accenture’s 2010 Global Consumer Survey

A tweet alerted me to Accenture’s 2010 Global Consumer Survey Executive Summary. ¬†Well worth a read. An interesting insight into Global Consumer Trends. Some highlights: the number of consumers who switched service providers as a result of poor customer service … Continue reading

Posted in CRM, Customer Experience Management, Customer Service, Linkdump | Leave a comment

On the “added” value of social networking data

About 10 days ago I had an interesting twitter conversation with @wimrampen and @grahamhill about the added value of collecting loads of data about your brand, your target demographic and your customers on social networks, such as twitter, facebook, friendfeed … Continue reading

Posted in CRM 2.0, Customer Data, Enterprise 2.0, Social CRM, Social Networking | Leave a comment