Francis Buttle

Where are the higher education programs in CRM?

In February last year, I announced that I was trying to compile a database of Universities that offer degree-level course units in CRM. I asked CustomerThink browsers to get in touch if they knew of any. There was an eerie silence. I'm now asking...

Alternate Dispute Resolution: A Solution for Unresolved Customer Complaints

What do you do when you have a dispute with a customer? This is not the same as a complaint. A dispute is a complaint that has not been resolved to the satisfaction of the complainant. Maybe the issue has been escalated internally and...

It’s a dirty business but……

Yes, someone has to do it. Debt collection isn't the sexiest job, or the safest job, on the planet. I've only had to do it a few times, and it's stressful, risky, nerve-wracking and unpleasant. You never know what will happen when you meet...

What to do about customer disputes?

A recent engagement with a national industry Ombudsman office revealed some very interesting insights into what causes customer disputes. A dispute, remember, is not the same as a complaint. A dispute is a complaint that a company has been unable or unwilling to resolve to...

CRM: Still Misunderstood, Still Vital

Bob Thompson chats with Francis Buttle about the second edition of his book, Customer Relationship Management: Concepts and Technologies. Discussion topics: Why is CRM still misunderstood? How does CEM relate to CRM? How can CRM help with the down economy? Recorded on November 12, 2008.

The “R” Effect: How to Adapt Your Business to a Fundamental Shift in Customer...

The "R" word has returned. Politicians may have been slow to call this crisis a recession, but business has known better for some time. Many countries in the developed world have already experienced two consecutive quarters of contraction in gross domestic product, and others...

Multichannel Customer Experience: There’s a Role for Technology

The emergence of multiple channels for interacting and transacting with customers has been a boon for CRM vendors, service providers and consultants. Consider banking. When I was a little 'un, banks operated out of branch networks which they owned. Not only that but they...

Your Customer Complaints Could Be Costing You More Than You Realize

Even the best companies sometimes get it wrong. They fail to deliver what is promised. When people, processes and technology don't complement each other and work in harmony, service delivery can stall, and customers end up dissatisfied. That puts them at risk of churning...

Who Is Offering Degree-Level Courses in CRM?

If anyone can help with this plea, it'll be the members and visitors to CustomerThink. I'm trying to compile a database of Universities that offer degree-level course units in CRM. I've not come across any degrees in CRM, but there are many Universities that offer...

Research Results: Complaint-Handling Processes Drive Up Customer Retention

A colleague and I recently published our results on drivers of customer retention, in the European Journal of Marketing. EJM is a double-blind, peer-reviewed, academic journal. We set out to identify which of a number of management disciplines contributed to improved customer retention. We...

Two Good Reasons Not To Focus on Customer Retention

Customer retention is the maintenance of continuous trading relationships with customers over the long-term; it's the mirror image of customer defection or churn. Customer retention has replaced customer acquisition as the most important marketing KPI, particularly in mature markets, but does that really make...

Time To Lie Down in a Dark Room…..

You, dear reader, are like most people. You try your best, you do as much as you can, you are diligent and attentive. You are dedicated, professional and you take pride in your work. And then someone complains. Politely and courteously, but firmly. Your...

Turning Customers Into Good Corporate Citizens

For many businesses, customers are only useful because they buy. You can't knock that, but there is so much more that customers could do. I like to call these other things "customer citizenship behaviors". Customers become solid citizens when they act in your interests...

Email or Web Form?

Email remains the internet's "killer application". Millions of emails are generated each day by Joe and Joanne Public, to the extent that email has replaced conventional post and phone calls in many situations. We use it to communicate with friends and family, and...

It’s a New World for Marketing, Thanks to CRM

The U.K. financial services organization, First Direct, is a failure by conventional measures. It has only a 3 percent share of the checking account market. However, it has attracted the particular 3 percent that it wants and is steadily building its share of those...

Who Is Educating the Next Generation?

CRM may have become one of the Top 10 tools used by managers, according to a recent Bain and Co. global survey, but that cuts no ice with our higher education institutions. We are still producing streams of graduates and post-graduates who have little...

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