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 | 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

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

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?

Posted in CRM, CRM 2.0, Customer Experience Management, Customer Service, Investment, Marketing, Predictions, Survey | 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