Graham Hill (Dr G)
Business Troubleshooter | Questioning | Thoughtful | Industrious | Opinions my own |
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Social CRM has evolved from a novelty used by only a few organisations, to a powerful tool that practically all use. Much of this...
The nature of business is inexorably changing. The changes are being driven by a number of factors: ranging from the need to compete differently...
We find ourselves in times of radical change. Traditional CRM is everywhere, but is struggling, as customers demand their quid pro quo. The CEM...
Many companies talk about customer-centricity. They tak about it in their annual reports, they talk about it in their analyst briefings, and their CEOs...
One of the foundations of successful business is understanding customer needs. Really understanding their needs. Developing a deep, almost visceral understanding of what customers'...
Peter Drucker the gurus' guru famously said, "Because the purpose of business is to create a customer, the business enterprise has two—and only two—basic...
Take a look at the Wikipedia definition of customer co-creation and it will tell you that: "Co-creation is the practice of product or service development...
Social CRM is at the earliest stage of its development. The rapid evolution of social tools, particularly Internet based ones (and in the near...
I have noticed a recent change in how Customer Experiences (CEX) are designed. A change for the better. In the past CEX design was often...
Customer loyalty is the consequence of providing a superior customer experience in ways that matter to the customer. That create value for the customer....
Type in the word "recession" into Google and at the last count, it returned over 62 million hits. Everyone is talking about the recession...
Hardly a day goes by without half a dozen articles about responding to the recession landing on my desk. A few contain pearls of...
Stefan Lindegaard has an interesting post on P&G: How Open Innovation is Done over at his Stefan Lindegaard blog. The post shows how despite...
The recession is forcing companies to rethink how they do CRM. Gone are the 'big-iron' CRM projects of yesterday with multi-million budgets, inflexible two-year...
I chaired the IIR Telecoms CRM, CEM and Retention conference in Berlin yesterday. It was a great day with some excellent speakers. Of all...
I read a huge amount of stuff about CRM on this and many other CRM portals. Most of what I read is to be...
It was Peter Drucker who said that "…the purpose of business is to create a customer, the business enterprise has two--and only two--basic functions:...
The volume of customer data is proliferating at an ever-increasing rate. There is data from transactions, from website visits, from social networks and of...
Just in case you are in any doubt, we are definitely at the start of a long and deep recession. The consensus from the...
The recession has resulted in a number of companies having to change their 'business operating models' and to switch their emphasis. Sometimes this can...