Month: November 2008

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 […]

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 […]

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 […]

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 […]

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 […]

(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 […]