by JAK | Oct 1, 2008 | big ideas
By the time this comes out I should be in the wilds of Central Otago or Dunedin. One of the joys of being online is that you can remote link from almost anywhere. (The local internet guy has gone whitebait fishing! so access is somewhat limited though.) It is school...
by JAK | Sep 25, 2008 | big ideas, industry futures, online marketing
Had a great conversation the other week about the growth fixation of business. The idea is that with most businesses we focus on growth all the time – however we can get to it. As mentioned previously growing business with existing customers seems an obvious...
by JAK | Sep 23, 2008 | general business
Thanks to the reader who spotted this paper by Bronwyn E. Howell which was presented at a conference in Rome, Italy, September 17-20, 2008. Abstract: Using an efficiency-based framework, this paper analyses the performance of New Zealand’s telecommunications...
by JAK | Sep 22, 2008 | crmthinking, industry futures
As often happens the last post on customer service prompted a flurry of emails. Thanks to Philip for the ideas in this extended sequence as quoted below. In effect a guest post… “Churn is a well known issue in the telecommunications sector but I was piqued...
by JAK | Sep 2, 2008 | big ideas, crmthinking
When people ask “What business are you in?” I would say I’m in the business of leveraging customer capital. The concept of customer capital includes goodwill and increasingly in these days of social media the ability to communicate widely about...
