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’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...

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...

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...

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...

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,...

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...

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...

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...

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...

“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...

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...

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...

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...

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