Skip to content
thinkJar, the blog!

thinkJar, the blog!

  • Home
  • Know Me
  • Hire Me
  • Contact Me

Month: November 2008

Posted on November 20, 2008

ROI for CEM? NWJ (No Way Jose)!

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 …

Continue reading "ROI for CEM? NWJ (No Way Jose)!"

Posted on November 14, 2008

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? …

Continue reading "Customer Service is Dead — Long Live Community Service!"

Posted on November 11, 2008

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 …

Continue reading "Welcome to the Real World, Neo"

Posted on November 7, 2008

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, …

Continue reading "It is All About the Experience, You Know?"

Posted on November 5, 2008

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 …

Continue reading "Using Email for Customer Service? Here’s How to do it Well"

Posted on November 3, 2008

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 …

Continue reading "The Evil Lies in Properly Calculated Customer Maintenance Costs"

Previous Posts Calendar

November 2008
M T W T F S S
 12
3456789
10111213141516
17181920212223
24252627282930
« Oct   Dec »

Enter your email address to follow this blog and receive notifications of new posts by email.

Join 36 other followers

Create a website or blog at WordPress.com