Archive for the 'CRM' Category
Friends? Don’t expect them online
September 25th, 2007Connecting online with like-minded people (both professionally and personally) has changed peoples’ business and private lives and I don’t think we’ve seen anything yet. Whether it is through online collaborations (such as “The Age of Conversation“) or through applications like LinkedIn and Facebook. But are they friendships? Lewis Green doesn’t think so. He writes: “Virtual [...]
CRM is back – this time it might deliver
October 3rd, 2006Ten years ago CRM was all the buzz and was going to change the marketing landscape forever, promising a one-to-one relationship with all prospects and customers. But CRM over-promised and under-delivered. CRM was mostly synonymous with expensive systems, even more expensive implementations and nobody to drive the beast when it was finally installed. Everyone has [...]
Anyone who is not taking customer service seriously should look again
August 12th, 2006I love this story about a chinese man who didn’t quite get what he expected from Dell and wanted action. Only a few years ago the power balance between complaining customer and multinational would be tipped well and truly towards the multi-national. Not anymore. Instead of the Intel Core Duo T2300 processor he had expected, [...]
Brands and a broken promises
June 23rd, 2006We were made an offer recently to bundle all our telecommunications services and pay a fixed monthly sum. You’ve probably had similar offers. After looking at our total spend and comparing that to the offer, we decided that it was going to save us a fair bit. Condition was, you have to sign up for [...]
How is technology changing marketing?
May 16th, 2006- How we manage our relationships – How we communicate with our customers, partners and prospects – How we develop new ideas for products and services – How our customers look for us – How we look for our customers – How we monitor our competitors – How we monitor customer satisfaction – How we [...]
Word of Mouth – Democratising Marketing
April 1st, 2006I read this post from a Kerry Stranman, a contributor to the Word Of Mouth Marketing Organization (WOMMA) about Democratizing Marketing…that title put me off a bit (it has that “advertising agency” flavour to it), but the gist is interesting; marketers are losing control over “the message” they wish to deliver because customers can now [...]
Turning Customers Into Evangelists
January 30th, 2006Going to Florida for a seminar is not really on the books yet, but after having read a fair few articles on the Word of Mouth Associations website it would have been nice. Although the article itself is not revolutionary, it does focus the attention on something that I think is so often forgotten; turning [...]
Are we really more critical, and cynical as customer?
January 24th, 2006There is a lot of argument online about the growing sophistication of customers, and how that impacts the way we should be marketing to them. I just wonder how pervasive, and what evidence actually exists for this argument? It’s a very logical argument to say that because we are marketed to so heavily we have [...]
Managing customers profitably: but how much does it cost?
January 16th, 2006The concept is not new: not all customers are equal, the 80-20 rule (80% of profits come from 20% of your customers), loyalty, relationships, etc. From what I can see this tends to work really well in two types of organisations; those large enough to have the systems, training and management to develop and implement [...]
