Francis Buttle
Francis Buttle
Dr. Francis Buttle founded the consultancy that bears his name back in 1979. He has over 40 years of international experience in consulting, training, researching, educating, and writing about a broad range of marketing and customer management matters. He is author of 15 books, has been a full professor of Marketing, Customer Relationship Management, Relationship Marketing, and Management.
CRM Value Chain Enablers: Networks, Culture, and People
By Francis Buttle, Julie Jones, Merlin Stone The CRM Value Chain (CRM VC), shown in figure 1, aims to demystify, characterise, and conceptualise CRM. The...
CRM Value Chain Enablers: Data & Analytics and Marketing/Sales/Service Processes
By Francis Buttle, Julie Jones, Merlin Stone The CRM Value Chain (CRM VC), shown in figure 1, aims to demystify, characterise, and conceptualise CRM. The...
The CRM Value Chain — 3 Core Processes
The CRM Value Chain is made up of three Core Processes supported by five Enablers, all of which contribute to the goal of driving up…
The CRM Value Chain – an Overview
By Francis Buttle, Julie Jones, Merlin Stone Customer relationship management (CRM) has been around for over thirty years, but there’s still widespread misunderstanding about what...
Where is the best practice customer-generated wiki?
Visitors to these pages hear a lot about social CRM, and the ability of networks of customers to self-serve. One of the assertions that is...
Book review: “Complaint” by Julian Baggini
Julian Baggini's book 'Complaint' is part of the Big Ideas series published by Profile Books. Baggini's titular stable-mates include 'Violence', 'Moral relativism', Democracy' and...
Want deeper insight into customer loyalty? Go see “Up in the Air”.
Sometimes you can find truth in the most unexpected places. I rented the 2009 movie "Up in The Air" this weekend, not really knowing what...
Failed CRM implementation finally costs HP $465 million in damages.
EDS's failure to deliver a CRM system originally costed at £47.6 million (US$70 million) has ultimately cost EDS owner, Hewlett Packard, £318 million (US$465...
BP = Bad Publicity
BP used to be British Petroleum. Then it reinvented itself as Beyond Petroleum, extending the enterprise beyond black gold and becoming a major investor...
Does anyone still trust Google?
What is Google? On one level it's the world's most popular search engine, which users bless every time they need information in a hurry....
Must-change lessons for CRM outsourcers from Sky vs EDS legal stoush
BSkyB's legal case against EDS is over, and the loser in terms of both money and reputation is EDS. EDS's new owner, Hewlett Packard,...
BSkyB vs. EDS: the claim, the judgement and the consequences
BSkyB's legal tussle with EDS has concluded and it's now timely to reflect on the allegations made by claimant, the judgement reached by Justice...
Enraged customer faces multiple attempted murder charges
I recently sat on a Society of Consumer Affairs Professionals panel for a discussion on consumer rage. It was a fascinating event, and, sadly...
EDS to pay interim damages of
Sir Vivian Ramsey, judge in the long-running BSkyB vs EDS case has instructed Hewlett Packard, owner of the EDS business, to pay interim damages...
BSkyB vs. EDS – identifying and valuing $1bn lost business benefits
Sky has won its English and Welsh High Court case against EDS, claiming damages of £709 million (US$1.13 billion). In 2000, Sky called...
Perjury harms EDS defence in $1.13 billion damages lawsuit
EDS's defence that it did not make fraudulent claims about how long it would take to develop and install a £48 million CRM system...
BSkyB wins! EDS act fraudulently in $1.6 billion case. Appeal expected.
In a landmark decision of the English and Welsh High Court, Justice Vivian Ramsay has ruled that the EDS bid team did act dishonestly...
BSkyB v. EDS: The $1.6 Billion Legal Case That Will Change CRM Forever
Worried outsourcers and systems integrators will have to wait a little longer for judgement to be passed in a landmark legal case which has...
Westpac patronises customers; will customers patronise Westpac?
Westpac is one of the big 4 banks in Australia. For the time being. Displaying an amazing insensitivity to its customers, Westpac recently raised the...
Astroturfing – a new ethical dilemma
Astroturf, we all know, is the grass that you have when you don't have grass. It is faux lawn; plastic turf masquerading as the...