Social CRM: What’s Right, What’s Wrong, What’s Next? Inside Scoop with Graham...
On March 24, 2011, CustomerThink Founder/CEO Bob Thompson interviewed Graham Hill in a wide-ranging discussion about Social CRM. Interview covers the following topics (click to jump to section in...
View ArticleWhat’s Your Platform for Value Co-Creation?
A couple of years back I wrote a speculative blog post at CustomerThink entitled How Customer Co-Creation is the Future of Business. In many ways my prediction was right, Customer Co-Creation IS the...
View ArticleCustomer Delight or a Brilliant PR Stunt? You Decide
There is an interesting true story doing the rounds of customer service blogs at the moment. In it, Peter Shankman a customer service writer, blogger and regular customer at Morton’s Steakhouse...
View ArticleTen Principles that Drive Effective Collaboration
Collaboration is a hot topic in business today. Companies are recognising that effective collaboration is critical to future business success. Many are hoping that if they just buy collaboration...
View ArticleChanging How We Manage Change
Implementing a new CRM, or other business system – even one with similar functionality to one it is replacing – is fraught with dangers. Experience suggests that without pro-actively managing change, a...
View ArticleSeven Simple Steps Towards Better Collaboration
In an earlier post on CustomerThink I described Ten Principles that Drive Effective Collaboration. And why just implementing collaboration technology would not improve collaboration. Worse, how it...
View ArticleHow Stupidity, Short-termism and Immorality Ruined Marketing
Marketing as a business discipline is in serious trouble. Its effectiveness has decreased to the point where a less than 1% response rate is often seen as respectable in some marketing channels. Its...
View ArticleUnderstanding Costs, Prices and Value is Critical to Success
Most intelligent businessmen would agree that high profits or perhaps more usefully, a high return on total assets employed, is the result of being successful in business. The implication, as UK...
View ArticleProprietary Services are Dead! Long Live the Open Service Platform.
I have been having an interesting discussion with Dutch financial services expert Wim Rampen on his blog. One of the questions he asked me is should we build services around specific customer segments,...
View ArticleT-Mobile: Three Strikes and You’re Out!
We have been customers of T-Mobile in Germany for more years than I care to remember. Too many years! Up until recently, we had six mobile contracts for different family members and uses. All in my...
View ArticleHow Contextual Marketing Turns Marketing into Service
Content has always been critical in marketing, whether a 30-second TV ad, a long-copy infomercial in a magazine or an HTML email. It is the marketer’s tool of choice to talk to the customer about what...
View ArticleWhy Customer-Focus is NOT ENOUGH to Succeed
There is a popular myth that being customer-oriented is the secret of success in business. Sadly, although being customer-focused is essential for success, it is not enough to guarantee it. Success...
View ArticleValue-based Pricing: Fair or Foul?
As Accenture describes in a recent book on ‘Contextual Pricing: The Death of List Price and the New Reality’, the growth of big data provides companies with unprecedented opportunities to personalise...
View ArticleHow Customer Jobs drive Value-based Pricing
In an earlier post on ‘Value-based Pricing; Fair or Foul? I compared the economist’s view of value-based pricing with the moral philosopher’s view of it and asked whether it was ‘fair or foul’ for...
View ArticleBig Data, Value-based Pricing and Ethics
Value-based pricing is coming of age. Powered by big data and real-time analytics, companies are now able to offer individual customers unique prices based upon their circumstances. Although there is...
View ArticleRebuilding the Internet Around YOU!
We live in an increasingly connected world, where much of our lives is being captured digitally as data: our transactions, our interactions, our movements. As more things become connected through the...
View ArticleThe Tyranny of Bad Customers
Hardly a day goes by without another flood of motherhood and apple pie articles extolling the importance of ‘putting customers first’, about how the ‘customer is king’ and other such ridiculous...
View ArticleHow Marketing-as-a-Service Builds Trust and Engagement
Talk to most marketers and you get the impression that they know what makes their customers tick. They have piles of marketing research to prove it. But do they really? The recent fast.MAP Marketing...
View ArticleHow Customer Jobs, Journeys and Decisions are Reinventing Experience Design
The importance of looking at things from the customer’s perspective rather than the company’s, is a critical element that many companies forget when starting to improve their customer experience....
View ArticleTen Tried & Tested Tactics to Improve Your Cross Selling
Cross-selling – selling similar or related products that complement those that existing customers already have – is one of the most successful sales strategies available. McKinsey research shows that...
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