Laurence Buchanan
Laurence Buchanan
ernst & Young
Director at #EY in EMEIA Customer CoE focussed on customer-centric business and disruptive technologies. Blog, speak, consult around #digital #crm #scrm
Software doesn’t build relationships; people do
I had a call this week with Michael Krigsman. Michael is President and CEO of Asuret, Inc. and has chosen to specialise in a...
The Emperor’s new Social CRM clothes
"How do I look?""Wonderful, your majesty! Your new Social CRM coat really brings out your customer-centric side""Do you really think so? It was made...
“Customer to Customer” and the legend of Kachiwachi
Often I ask clients to describe their multi-channel capabilities. Most start by focussing on the channels that they own and control like their contact...
How can we prevent a Social CRM bubble? Lessons from the boom and bust of CRM
OK - let me say from the outset that rumours of the death of CRM have been much exaggerated! CRM undoubtedly went through an...
Outsource your Marketing, Sales & Service to your customers
No - the title of this blog post is not a typo… nor am I suggesting you ask your customers to set up an...
What would Google CRM look like?
A few years ago, when I was working for SAP, I posed a question to my team: "If Google were to launch a CRM...
Social CRM – the shift from “inside-out” to “outside-in”
Much has been written about Social CRM. Paul Greenberg's definition of Social CRM is one of the best I have seen. Paul describes Social...
#VirginMedia – a customer’s perspective on Twitter service
Let me say from the outset that this is not a "Virgin Media lies Virgin Media sucks" post. I am a relatively happy Virgin...
Lean thinking in CRM and Social CRM
I first came across Lean thinking in CRM when I met with the COO of a large Dutch financial services company. At first I...
Star Wars and Social CRM
The other day I was trying to explain to a client what social CRM was all about and what the difference was to the...