Category Archives: CRM

Increasing vs. embracing complexity

The articles in September’s Harvard Business Review reinforced something that’s been on my mind for quite sometime: we seem to be increasing complexity in today’s enterprise, rather than embrace complexity. How? By making communication between Business and IT more complex … Continue reading

Posted in CRM | Leave a comment

Rule based CRM, an architecture: step 1, Information Domains (1)

In a post from July 2011 I wrote about Rule Based CRM. Seperating your ever changing business rules from your CRM system in a seperate rule engine as a means to create more flexibility and better business owner control over … Continue reading

Posted in CRM, CRM 2.0, Customer Experience Management, Uncategorized | Leave a comment

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

Linkdump: 2011, Say/Mean Gap and Open Value Networks

Paul Greenberg’s predictions for CRM in 2011 CRM in 2011, what’s up wit’ dat? Part I CRM in 2001, what’s up wit’ dat? Part II Do your customers mean what they say about your brand, or what they want from … Continue reading

Posted in CRM, Paul Greenberg, Social CRM, Value Proposition | Leave a comment

On the applications of social crm – introduction

so what is social crm? Essentially Social CRM is using social media, such as facebook, twitter and wikipedia to start conversations with customers, or join conversations that have been started by your customers. Social CRM has also been called CRM … Continue reading

Posted in CRM, CRM 2.0, Customer Experience Management, Customer Service, Enterprise 2.0 | Tagged , , , , , | 1 Comment

Linkdump: CRM and the demise of GM

Check out this interesting article by Dennis Pombriant on CRM in the automotive industry. GM’s Demise and the Rise of CRM Culture.

Posted in CRM, Customer Experience Management, Linkdump, Sales Force Automation | Tagged , , , | Leave a comment

Customer loyalty: are loyal customers really profitable?

I’ve been doing quite a bit of research into customer loyalty and customer loyalty programs for a paper I’ve written for the Executive Master of Information Management Programme I’m attending at TiasNimbas Business School. The literature on loyalty and loyal … Continue reading

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