First things first: I don’t have a set formula for calculating a ROI on CEM. Are you still with me? Good… because what I do have is better than a formula – I have a method. A method we used several times before, and it has proven to be successful. So, if you are interested …
Customer Service is Dead — Long Live Community Service!
I have had lots of requests lately dealing with social media, and how to make good use of this for Customer Service and CRM – even broadening the scope into the entire enterprise. Of course, this is related to the “explosion” in twitter, plurk, Facebook, blogging and related tools. But, is there something else there? …
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Welcome to the Real World, Neo
Yeah, yeah, yeah. I’ll admit it – I love”The Matrix” (not the sequels as much as the original). It can be used in so many ways to explain technologies and trends. I am not talking about the aesthetics of “bullet time”, nor whether it could possibly exist. I am talking about the actual world where …
It is All About the Experience, You Know?
While I was at Gartner I wrote a lot about Customer Experience Management (CEM). I mean a whole lot. I co-wrote a guide to doing CEM with Ed Thompson (if you have a Gartner account, you just have to read what he writes – and if you can make it to one of his presentations, …
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Using Email for Customer Service? Here’s How to do it Well
I must confess, I created most of the content for this post for a presentation I did at the last SSPA conference in Vegas. It was a very interesting conference to be honest. I was afraid no one was going to be at my presentation, but I ended up with standing-room only, and lots of …
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The Evil Lies in Properly Calculated Customer Maintenance Costs
(Part 3 of 3) Part 1 – Is it Really More Expensive to Get New Customers? Part 2- Segmented Customer Acquisition Costs Saves the Day OK, on the final part of this three part series – how to calculate your customer maintenance costs. Yes, this is the longest one as far as the number of …
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