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Category Archives: Customer Experience Management
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
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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
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 CRM, CRM 2.0, Marketing, Sales, Service, Social CRM
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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 2009, automotive, CRM, Linkdump
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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
CRM in a downturn (2) – a poll on CRM focus
The current economic crisis is having a significant effect on investments in enterprise wide CRM process reengineering and implementations of CRM technology. What is your view on where companies are most likely to invest, when it comes to CRM?
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
On solving the customer service puzzle (or CRM is a business strategy, NOT software!)
Or atleast, one view on how the pieces of the puzzle can be made to fit. Drew stevens recently wrote an article on the customer service puzzle, which was brought to my attentionby Jim Berkowitz . The focal points of … Continue reading
Posted in CRM, Customer Experience Management, Customer Service
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On the advent of the chief customer officer
After the rise (and subsequent decline) of the CMO, a new CXO type role seems to be emerging. As companies devote more attention to Customer Experience Management, some companies are moving to appoint a Chief Customer Officer, or Chief Customer … Continue reading
On Gartner’s 7 initiatives to improve the customer experience
Jim Berkowitz has created a post that summarizes / outlines a number of recent Gartner publications on Customer Experience Management. Check it out.
Posted in CEM, CRM, CRM 2.0, Customer Experience Management, Customer Service
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CRM works 