Category Archives: Linkdump

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

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Linkdump – time to put a stake in the ground on social crm

Great post by Paul Greenberg on what Social CRM is. An attempt to move forward from talking about the definition of social CRM to actually using Social CRM to engage customers in conversations. Next step: applying social crm and measuring … Continue reading

Posted in CEM, CRM 2.0, Enterprise 2.0, Linkdump, Social CRM, Uncategorized | Tagged , , , , | Leave a 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.

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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

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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

Linkdump – CRM and the sustainable organisation

In december of last year I wrote a post about 2009, the year of sustainability and sustainable CRM. Yesterday I came across this article on, with an interesting quote on customer sustainability:   What makes a company sustainable? Customer … Continue reading

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Doc Searls on VRM. My view on the challenges

I came across a nice post by Doc Searls on what he would like when it comes to CRM from the point of view of the customer, or VRM. I wonder how long it will take for the first VRM … Continue reading

Posted in Linkdump, VRM, Web 2.0 | Tagged | Leave a comment