Category Archives: Customer Data

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

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

CRM in a downturn (1) – links

Most of the western world is suffering the economic effects of the credit crunch, which has turned into a full blown recession for most countries in Western Europe and the US. It seems that most CRM efforts are now focussed … Continue reading

Posted in CRM, CRM Daily, Customer Data, Customer Experience Management, Customer Service, Linkdump, Paul Greenberg, Predictions, Sales Force Automation, Series | Leave a comment

On Siebel UCM

A couple of weeks a go I held an internal presentation on Oracle’s Siebel Universal Customer Master. I’ve been lucky enough to have been involved in two UCM implementations, for both version 7.5 and 8.0. I thought it wise to … Continue reading

Posted in CDI, CRM 2.0, Customer Data, Fusion, Oracle, Siebel, Technology, UCM | 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

On CRM and User Adoption

Triggered by a post on the usability of enterprise software, I ended up reading an article on CRM and user adoption. CRM spending is on the rise again in the US (us Europeans have been experiencing a CRM “mini” boom … Continue reading

Posted in Call Centres, CRM, CRM 2.0, Customer Data, ITBusinessEdge, Sales Force Automation, Service Effectiveness | 3 Comments

On customer data integration (3)

This is post 3 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 | Leave a comment