Francis Buttle
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 CRM VC is made up of three Core Processes supported by five Enablers all of which contribute to CRM's goal...
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 customer profitability. We explored the idea of customer profitability in our first article. In this second article, we dig deeper…
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 it is. That is partly due to competing perspectives – tech firms tend to equate CRM with the applications and...
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 sometimes made is that customer service delivered by a customer-generated wiki is equivalent to service delivered through a company-generated knowledge...
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 'Identity' offer a clear signal that this is no ordinary book on complaint. Baggini is on a mission to restore...
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 to expect from this George Clooney vehicle. It's billed as a drama, a romance and a comedy, but I think...
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 million) in damages! The long-running legal battle - it started in 2004 - between BSkyB and EDS is finally over. There...
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 in new energy technologies. All that counts for little now that the full extent of the Deepwater Horizon catastrophe is becoming...
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. On another it's a digital business empire that owns Picasa, YouTube, DoubleClick, Gmail, Maps, Earth, Checkout, Calendar, Desktop, Blogger and...
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, has already paid £270 million in damages to Sky, and more may follow. The case has significant ramifications for all CRM...
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 Vivian Ramsey and the case's consequences for IT outsourcers and their clients. The bare bones of the matter are these....
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 as it turns out, quite timely. The consensus of the panel and attendees was that consumer rage was on the increase...
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 of £200m (US$317 million). Sky had alleged that EDS had made fraudulent claims and negligent misrepresentations to win the bid...
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 for tenders to design, build, manage, implement and integrate the process and technology for a new CRM system for Sky's...
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 for BSkyB was seriously damaged when a senior staff member committed perjury in the English and Welsh High Court. Sir...
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 and fraudulently by misrepresenting its expertise and resources in order to win the contract to develop and implement a new...
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 massive implications for the CRM industry and beyond. BSkyB vs. EDS is a case which industry insiders are watching very...
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 cost of its variable home mortgage product by 45 basis points following the Reserve Bank's decision to raise the central...
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 real thing. I might add it's a pretty good proxy for many greensward applications, but there are serious doubts about...
Pizza Hut all a-twitter
Pizza Hut has announced its first full-time Twitterer. Following a successful internship, the lucky Tweetologist, Alexa Robinson, has the task of interacting with the company's fans through @pizzahut on Twitter. Her role is to communicate outbound pro-Pizza Hut messages of 140 characters or less, and,...