Kristian Gotsch

10 Reasons Why CRM in Sports is Hotter Than Ever

Call it CRM, FRM or Fan Engagement (but for the sake of simplicity I'll stick to CRM in this post), one thing is certain, it is getting more and more focus by clubs around the world these days. Here are 10 reasons why CRM...

It’s the Relationship, Stupid!

Hundreds of millions are spent on CRM (CEM, sCRM etc) projects each year as companies strive to strengthen the relationships with customers. CRM is in some companies entire departments and many companies already have more than a decade of investments and process changes behind...

Social Media: The WORST thing that ever happened to CRM

Not a minute goes by without articles, presentations, videos, blog posts and tweets get published about the greatness and importance of social media. Amongst the news is a great mix of hype, reality and new thinking and very often a link is made between...

Social Media: The BEST thing that ever happened to CRM

Not a minute goes by without articles, presentations, videos, blog posts and tweets get published about the greatness and importance of social media. Amongst the news is a great mix of hype, reality and new thinking and very often a link is made between...

Top clubs can’t afford to get social media wrong

Social media can play an important part of any club's interaction with fans. To the world's biggest clubs, however, social media is not only another communication and engagement channel but a crucial component to the club's future success. Simply put, in order to sustain...

The 12th Reason why Sports Clubs Should Take the Lead in Social Media and...

Recently I posted an article entitled <a href="http://www.customerthink.com/blog/will_sports_clubs_take_the_lead_in_social_crm">"11 reasons why sports clubs should take the lead in Social CRM" on this site. The post, which got some great attention, encouraged readers to comment on the list and potentially suggest necessary or potential additions. One of...

11 reasons why sports clubs should take the lead in Social CRM

A while back I claimed that although the world of sports had been a late adopter of CRM there was a great opportunity for sports in taking the lead in social media. Assuming that clubs and leagues integrate their social media activities with their...

Where Is the Attitude?: Getting Closer to Customer Loyalty

Once again I received one of those customer surveys via email from a company I have recently spent money with. After having submitted my feedback I reflected a bit over the structure of as well as the questions in the survey and wondered "what...

Outsourcing: A Great Idea as Long as You Don’t Fall Into the Trap of...

Situation: Waiting at gate A18 at a European airport one Sunday evening – together with approximately 200 other passengers on their way home, going on vacation or getting ready for business meetings the following day at the destination. Unfortunately the airline ("RDA") is experiencing...

How Much Can We Blame IT for Bad Customer Service?

Companies continuously run satisfaction surveys on their end customers – most of which are questions regarding product experience, price, service etc. Besides the actual product features and quality which only part of an organization is responsible for, the large area of customer service is...

“Balance the Field” to Achieve CRM Success in Sports

These days customer relationship management (CRM) and providing better service to customers seems to be at the top of any company's strategy and focus list. This trend is also present in the world of sports and entertainment, where sports clubs and other players in...

Loyalsticity: A Business Concept for Sports Clubs

Over the past decade investments in customer relationship management (CRM) strategies, applications and tools have primarily been driven by businesses within industries such as telecommunications, banking and manufacturing. At the same time we have witnessed a growing trend in the sports industry with sports...

CRM and Social Media: Will Companies in Other Industries Go as Far and Offer...

As companies are adopting strategies and initiatives that enable increased customer feedback to ensure that customer expectations are met – or exceeded – it appears that one initiative is taking customer interaction and impact of customers' opinions on a company's strategy one level further....

CRM in Sports: It’s a Different Ball Game

Over the past decades businesses have increased their investments in the customer relationship management (CRM) area. The investments range from strategy development to implementing software and other applications which will help attract new customers and keep and grow existing ones. In short, companies are...

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