Currently viewing the tag: "customer relationship management"
Value, the final frontier.
That is not just a bad attempt at a pun, it is a reality of what people through times have thought of value. There are many “types” of values: legal, economical, ethical, quantitative, qualitative, and financial value – just to name a few. There are also issues of perceived, realized, and [...]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Part 4 – Validation
If you had not had a chance to read through previous installments, please do so you can [...]
It has been a flurry of activity around these parts with the discussion of what is Social CRM, whether it exists, and what to call it.
First, I read this post from Brent Leary in Inc. Unfortunately, Inc is not very social and comments are not allowed.
So, when someone else Twitted that [...]
Social CRM is not new or different from regular CRM – then why make up names?
Anyone can put together a customer experience.
It really is not that hard to do.
You document a process, look for some imperfections to work out (if you don’t find any that adds to the cache of the experience being “well built”), create documentation as to what should happen at what time.
C’est fini. An [...]
Everyone knows how to build loyalty, few are willing to do it.
First, over-deliver.
Find out what your customer’s expectations are, what they would like to see happen in any interaction, both the results and steps to complete them. Design your experiences around those expectations, aiming to always over-deliver on what they expect to see. [...]
Customer Experience Management is not a technology.
CEM cannot be done better, easier, faster, or simpler by using any software or technology. There are sine-qua-non elements you have to have (feedback, analytics, process management tools) but there is no technology that can make it work better.
CEM is not a strategy.
No matter how cool, [...]
You are doing Loyalty the wrong way.
There are two models of loyalty: emotional and intellectual.
Emotional loyalty is when the customer develops feelings about doing business with you and your products, when they absolutely “love” what you do and would not think of doing business with anyone else. Price is not an issue and [...]
All customers are created equal. Yeah, right. And the cow really did jump over the moon.
Customers come in all colors and sizes – and revenue and profit levels.
An essential component of managing customer relationships is customer-centricity. I am almost as tired of saying it as you are of hearing it. Yet, the part [...]
