Blog Archives
The CRM Paradox
“Even though the United States is evolving into a service economy, customer satisfaction is at an all-time low.” Essentials for CRM, by Bryan Bergeron Much of this paradox is driven by rising customer expectations. That means marketing, sales and service leaders … Continue reading
Forget the Wow & Go Basic for Better CRM
Courtesy of HBR, it’s better to nail the basics than to aim to “delight” or “wow” customers with “over the top” service. In practice, that means making sure incentives are properly aligned for front-line staff (e.g., don’t encourage them to hang … Continue reading
What CRM Leaders and the Weatherman Must Have in Common
A Gartner analyst highlights the potential value of simulation in CRM. The benefits would reach pricing, campaign performance and channel optimization. We agree that too often “CRM is more about transactions, and maybe some planning,” and not enough about generating … Continue reading
Three Things a CMO Must Do to Avoid Getting Fired
Why is turnover so high among Chief Marketing Officers? And how can CMOs extend their tenures? Interesting perspective here.
CRM Strategy Involves Everyone
From Paul Greenberg’s CRM at the Speed of Light: CRM strategy is complex. … Why would it be more complex than, say, an ERP strategy or a network strategy? Because it involves customers … so the elements are much more … Continue reading
Counterintuitive CRM Thought
Courtesy of HBR, it’s better to nail the basics than to aim to “delight” or “wow” customers with “over the top” service. In practice, that means making sure incentives are properly aligned for front-line staff (e.g., don’t encourage them to … Continue reading
