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