Blog Archives
Avoiding the Customer Bermuda Triangle
Author Jeanne Bliss offers a useful metaphor regarding the risks of a siloed approach to CRM. In her book, Chief Customer Officer: Getting Past Lip Service to Passionate Action, she writes of a phenomenon called the “Customer Bermuda Triangle:” “When … Continue reading
When Selling Looks Like Spam
According to this report, companies are catching on that more isn’t always better when it comes to sales and marketing. Specifically, they are pulling back from mass e-mailing – which customers typically see as spam. As one executive put it: … Continue reading
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
Every Year is the Year of the Customer
Forrester has declared 2012 the year of the customer, but we’re wondering how anybody who didn’t think 2011 or 2010 or any year in the last five that wasn’t the “year of the customer” still has any customers.
Mobilizing CRM: Ready to Make the Move?
There’s no doubt that mobile CRM is one of the hottest topics in the space. Each analyst group has its own view – Forrester raises a lot of questions, many of them good, while this Gartner analyst asks why companies … 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
Merger Mania: Looking Past the Lawyers
By Phil Kyle, COO Nearly all the analysis of the potential acquisition of T-Mobile by AT&T has been focused on the regulatory obstacles and the lawsuits filed by both state and federal agencies to block the deal. The industry has … Continue reading
