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
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?
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