Graham Hill

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 after the recession, through the availability of huge volumes of new information, to the rapidly growing influence of social customers....

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 reinforcements management has drafted in are getting bogged down too, as companies belatedly recognise that the problem with CRM has...

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 talks about it all the time when they are interviewed. But talk is all they do. A recent port on...

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' need lies at the heart of innovation to create winning new products and their marketing to target customers. As Peter...

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 functions: marketing and innovation. Marketing and innovation produce results; all the rest are costs." Marketing is hard enough to get...

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 that is collaboratively executed by developers and stakeholders together". The Wikipedia definition, whilst not wrong, isn't right either. Let's just…

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 future, mobile Internet based ones) is driving the co-evolution of their adoption by leading edge users. (Who would have thought...

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 the domain of the B-school trained consultant or manager. They used a logical, touchpoint-driven approach. Process design (using a variety...

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. Value includes cognitive elements (so beloved of the B-school crowd), emotional elements, aesthetic elements and others elements too. Only the...

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 and many companies have already started to do something about it too. Often this means cutting swathes of staff without...

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 wisdom but sadly, most are largely motherhood and apple pie. And the further you get from the C-suite audience, the...

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 having over 9,000 researchers in-house, P&G reaches out to some of the almost 2 million external researchers that it thinks...

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 project plans and ROIs that were little better than inspired guesswork. In their place is a new approach to CRM,...

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 the speakers, one stood out for me: Christian Magel, the Chief Marketing Officer of low-cost mobile telco Simyo in Germany. Simyo...

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 blunt, pretty pedestrian. It is aimed for the newbie to CRM, or it tackles one small part of a larger...

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: marketing and innovation. Marketing and innovation produce results; all the rest are costs". If Drucker is right, it is marketing...

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 course and from many other sources. And there is hidden data about customers fundamental needs that drive successful innovation. All...

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 recent American Economic Association annual meeting in January is that it may be late 2010 before the recession bottoms-out and...

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 have unintended consequences . For example, talking to one telecoms executive, his company's emphasis has changed from acquiring new customers,...

Innovate NOW to Thrive After the Recession

Most companies recognise that they need to continue to innovate if they hope to have even half a chance of thriving after the recession is over (assuming they survive it that is). That means that they have to find a workable balance between small-i...

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