Graham Hill

How Customer Jobs, Journeys and Decisions are Reinventing Experience Design

The importance of looking at things from the customer’s perspective rather than the company’s, is a critical element that many companies forget when starting...

How Marketing-as-a-Service Builds Trust and Engagement

Talk to most marketers and you get the impression that they know what makes their customers tick. They have piles of marketing research to...

The Tyranny of Bad Customers

Hardly a day goes by without another flood of motherhood and apple pie articles extolling the importance of ‘putting customers first’, about how the...

Rebuilding the Internet Around YOU!

We live in an increasingly connected world, where much of our lives is being captured digitally as data: our transactions, our interactions, our movements....

Big Data, Value-based Pricing and Ethics

Value-based pricing is coming of age. Powered by big data and real-time analytics, companies are now able to offer individual customers unique prices based...

How Customer Jobs drive Value-based Pricing

In an earlier post on ‘Value-based Pricing; Fair or Foul? I compared the economist’s view of value-based pricing with the moral philosopher’s view of...

Value-based Pricing: Fair or Foul?

As Accenture describes in a recent book on ‘Contextual Pricing: The Death of List Price and the New Reality’, the growth of big data...

Why Customer-Focus is NOT ENOUGH to Succeed

There is a popular myth that being customer-oriented is the secret of success in business. Sadly, although being customer-focused is essential for success, it...

How Contextual Marketing Turns Marketing into Service

Content has always been critical in marketing, whether a 30-second TV ad, a long-copy infomercial in a magazine or an HTML email. It is...

T-Mobile: Three Strikes and You’re Out!

We have been customers of T-Mobile in Germany for more years than I care to remember. Too many years! Up until recently, we had...

Proprietary Services are Dead! Long Live the Open Service Platform.

I have been having an interesting discussion with Dutch financial services expert Wim Rampen on his blog. One of the questions he asked me...

Understanding Costs, Prices and Value is Critical to Success

Most intelligent businessmen would agree that high profits or perhaps more usefully, a high return on total assets employed, is the result of being...

How Stupidity, Short-termism and Immorality Ruined Marketing

Marketing as a business discipline is in serious trouble. Its effectiveness has decreased to the point where a less than 1% response rate is...

Seven Simple Steps Towards Better Collaboration

In an earlier post on CustomerThink I described Ten Principles that Drive Effective Collaboration. And why just implementing collaboration technology would not improve collaboration....

Changing How We Manage Change

Implementing a new CRM, or other business system – even one with similar functionality to one it is replacing – is fraught with dangers....

Ten Principles that Drive Effective Collaboration

Collaboration is a hot topic in business today. Companies are recognising that effective collaboration is critical to future business success. Many are hoping that...

Customer Delight or a Brilliant PR Stunt? You Decide

There is an interesting true story doing the rounds of customer service blogs at the moment. In it, Peter Shankman a customer service writer,...

What’s Your Platform for Value Co-Creation?

A couple of years back I wrote a speculative blog post at CustomerThink entitled How Customer Co-Creation is the Future of Business. In many...

Social CRM: What’s Right, What’s Wrong, What’s Next? Inside Scoop with Graham Hill

On March 24, 2011, CustomerThink Founder/CEO Bob Thompson interviewed Graham Hill in a wide-ranging discussion about Social CRM. Interview covers the following topics (click...

Social CRM at a Crossroads: Where to Next?

Social CRM has evolved from a novelty used by only a few organisations, to a powerful tool that practically all use. Much of this...

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