Thomas Wieberneit

Value, Relevance, Convenience – The Future of Retail

the Future of Retail is, well, interesting. Retailers today face an increasingly fierce competition. This competition is both, between brick-and-mortar retailers as well as...

Measure Customer Experience – But Don’t Over-Engineer

You have determined for your SME business that you want to improve your customers’ experience.But you do not know how to measure it. And you...

Customer Experience, Customer Engagement and CRM – Think Big, Act Small

This is the second post in my mini series about continuously improving the customer experience and customer engagement in the triangle of Customer Experience...

CxM and PoS – A Tale of two Cities

CxM and PoS, these are two protagonists of an ever continuing story. It comes in many different flavours but it essentially is about change...

Digital Transformation. Heck, YES! But why?

Digital Transformation, much like customer journey mapping, customer engagement, customer experience management, is all the rage at the moment. Everybody – and their dog...

Top 5 Tips for Retailers to connect with their Customers

Customer Loyalty A few days ago I was asked for my top 5 tips for retailers on how to connect with their customers, limited to...

What is key to the success of (social) CRM?

Inspired by a blog post by Dr. Harish Kotadia I started to rethink about what the real key success factors for a social CRM...

Customer Service – the Great, the Bad, and the Ugly

We recently read Peter Shankman's raving experience report about Morton's Steak Houses where essentially the management of the restaurant chain went out of their...

Social CRM – A customer oriented view on the state of affairs

I have spent the last week talking about CRM and SCRM to three retail companies. They cover different, although overlapping ranges and are of...

The future of CRM

A few days ago @MarkTamis called me with a question: "Where do you think CRM heads to in future?" Uhhm, not that simple a...

Social CRM needs a CRM system, doesn’t it?

Some days ago Bob Thompson interviewed Graham Hill about his take on Social CRM. The interview covered a lot of topics, most notably the...

Social Shopping = Groupon? Nope, this is only the beginning.

Some time ago my wife Nicole posted a small series of blogs about the topic of Loyalty on ciber.com. In these readable blogs she...

Social Shopping – A Retail Future

A while ago I blogged about threats and solutions in the retail industry that have their origin in rise of social media; with this...

Social CRM for Retail – Threats and Solutions

Brick-and-mortar retail businesses face a combination of ever-increasing customer expectations, customers being "educated" to expect and receive promotions, and of course an ever increasing...

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