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Graham Hill

Graham Hill (Dr G)
Business Troubleshooter | Questioning | Thoughtful | Industrious | Opinions my own | Connect with me on LinkedIn https://www.linkedin.com/in/grahamhill/

Social CRM at a Crossroads: Where to Next?

Social CRM has evolved from a novelty used by only a few organisations, to a powerful tool that practically all use. Much of this...

A Manifesto for Social Business

The nature of business is inexorably changing. The changes are being driven by a number of factors: ranging from the need to compete differently...

How “Vision, Value & Venturing” Drives Social CRM Success

We find ourselves in times of radical change. Traditional CRM is everywhere, but is struggling, as customers demand their quid pro quo. The CEM...

Five Steps to Real Customer-Centricity

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...

How to Put Customer Needs at the Centre of Business Strategy

One of the foundations of successful business is understanding customer needs. Really understanding their needs. Developing a deep, almost visceral understanding of what customers'...

How Understanding Customer Jobs turns Crowdsourcing into Smartsourcing

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...

How Customer Co-Creation is the Future of Business

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...

Q: Who Should Own Social CRM? A: Not Who You Think!

Social CRM is at the earliest stage of its development. The rapid evolution of social tools, particularly Internet based ones (and in the near...

CEX: Goodbye Process-Thinking. Hello Design-Thinking

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...

Co-creating Experiences Fit for Customers

Customer loyalty is the consequence of providing a superior customer experience in ways that matter to the customer. That create value for the customer....

Six Proven Rules to Beat the Recession

Type in the word "recession" into Google and at the last count, it returned over 62 million hits. Everyone is talking about the recession...

Are You Getting the Most Bang for Your Marketing Buck?

Hardly a day goes by without half a dozen articles about responding to the recession landing on my desk. A few contain pearls of...

How Customers Drive Innovation at P&G

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...

Customer Lifecycle Management in 100 Days!

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...

Six Ideas for Next Generation CRM

I chaired the IIR Telecoms CRM, CEM and Retention conference in Berlin yesterday. It was a great day with some excellent speakers. Of all...

Who are the Next Generation of CRM Thinkers?

I read a huge amount of stuff about CRM on this and many other CRM portals. Most of what I read is to be...

Customer Data Drives Successful Marketing & Innovation

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:...

It’s Time for a Balanced Scorecard for Customer Data

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...

How Harnessing Your Customers Doubles Your Innovation Success

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 Limits of Customer Analytics in a Recession

The recession has resulted in a number of companies having to change their 'business operating models' and to switch their emphasis. Sometimes this can...

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