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 customer experiences far and wide. Update: They might even twitter… read more →
There is a major meltdown of customer service expectations taking place over the way the launch of the new 3G capable iPhones are being mis-managed in New Zealand this week. Go over to iPhone data plan aggregation to read some of the debate (around 50+ comments so far on a… read more →
There is a great deal of hype around software as a service (or SAAS) at present. If you need help with sorting the hype from the useful content and want to know how we might be able to help keep reading. If you have already got it all sussed click… read more →
There was an extraordinary news item a few months ago in Sydney. An accounting firm there decided to cull some of the less profitable clients and came badly unstuck. When they sent out communications to those ‘unwanted’ clients some of their more valuable customers got caught in the crossfire. This… read more →
It may sound obvious, but not every CRM project has a plan or strategy in place. Sometimes a business will ask its IT guys to implement a CRM program (they mean an application) when they should really be asking for a CRM programme of work. If you are in the… read more →
Welcome to the second in a series of posts on CRM* (*Customer Relationship Management) made simple. Each post on the topic is in response to questions I have been asked as a specialised CRM consultant over the past few years. The aim is to summarise some of the key issues… read more →
This is one of the questions I get asked often by people researching whether to invest in a CRM system for their business. The benefits of each use will differ depending on whether you are a business employee, business owner, customer or partner of that business. I have kept it… read more →
Customer relationship management (CRM for short) is all about treating different customers differently. To have any chance of being able to understand those differences and then have a system that backs up your house standards and makes it easy for staff to do their best for customers requires a commitment… read more →
One recent project (mid 2005) was to investigate CRM applications for the Mac environment. At the time I only found about 3 and Daylite from Marketcircle was by far the best. What makes it better is the tight integration between the core system and the mail, calendar etc. (PIM). In my… read more →