Graham Hill

Does Anyone Really Need CRM 2.0? A BIG NO!

I have just read Paul Greenberg's challenging article Do We Really Need CRM 2.0 over at his excellent ZDNet blog. I tried to leave a comment but ZDNet insisted that I fill in a registration form with 18 fields and then look at a...

Aldi: Where You Are Guilty Until Proven Innocent!

Sometimes you see things that make you stop and wonder if the world is going to hell in a handcart. This happened to me in my local Aldi in Godorf not 30 minutes ago. I was waiting patiently in a long queue to pay...

Should You Ask for Steep Discounts in a Recession?

Not that you need to be reminded, but we are at the start of what looks like being a long and deep recession. Many customers have stopped buying, businesses are running out of cash and staff are being laid-off right, left and centre. During...

Do CRM Analysts Provide Value for Money?

James Gardner is Head of Innovation & Research at a major bank in the UK. A recent post on A Call to the Analyst Community on his blog Banker Vision, laments the poor quality of advice that his organisation receives from external analysts. He...

Harnessing Your Customers to Drive Innovation

Daryl Choy wrote an interesting post on There's No Such Thing as an Experience. The post created an interesting comment thread around how far you should or should not harness customers to drive innovation. On the one hand there are those who argue with...

VRM, Customer Data and Competitive Advantage

The original aim of writing my post on Four Fallacies of Vendor Relationship Management was to challenge VRMers to shed some light on what I see as fallacies in, admittedly, a fairly extreme model of VRM. As Doc Searls said in his rejoinder, nobody...

Four Fallacies of Vendor Relationship Management

I have followed Doc Searls' VRM Project for some time. VRM is Doc's response to the problems of customers getting the rough end of the stick in their dealings with companies. Rather than companies owning huge databases of customer transaction data which they can...

Four Simple Rules for Success… in Everything

Chances are you have never heard of Scott McCloud. For those of you who are non the wiser, he is the author of the unusual book 'Understanding Comics: The Invisible Art', which has uses much wider than the title suggests. Still non the wiser....

How the Recession Increases Customer-Centricity

Reading through dozens of thoughtful posts on this and other CRM portals, there seemd to be one common assumption: That the recession will automatically result in less customer-centricity. The reasoning seems to go somewhere along the lines that as cash is scarce in the...

Are YOU Prepared… for a Much Deeper Recession?

If things have seemed quiet in San Francisco over the last week it was probably because the American Economic Association was having its annual meeting there. The thought of thousands of economists descending on your city is enugh to dampen anyone's enthusiasm. Economists don't...

10 of the Best Blogs YOU Should Be Reading

I read about 100 different blogs each day to keep up with what's going on out there in the world. I also read a lot of articles, academic papers and quite a few books too. But for the latest ideas, fresh out of the...

From Good to Great… to Mediocre

Remember Jim Collins' book, Good to Great? It was one of the all time favourite management books of the last decade, selling millions of copies worldwide in many languages. The book identified 11 companies that had gone from being good to great and...

Five Challenges that Keep CMOs Awake at Night

Elana Andersen has always been one of my favourite analysts. Her recent blog post on What Will Campaign Management Be Like In 2020? presents an interesting perspective of where she thinks the CMS software industry would like to take CMOs in the next decade....

Piloting is Critical for Successful CRM Technology Implementation

I was talking to the sales director of a respected Campaign Management System (CMS) vendor a while back at their regional user group meeting. He was marveling at a Swiss bank client who had bought the full implementation of their CMS system for a...

Customer-Driven Innovation Is Job No. 1 in 2009

Looking back at 2008 from the comfort of my armchair, it has been an exciting yet troubling time. Legends like Lehmann Brothers have simply disappeared, an early victim of the recesion. The whole US automobile industry went cap in hand, twice, to the US...

Why You Need to Get Really Close to Your Customers in a Recession

In these difficult times it is particularly important to go back to business basics if you want to survive and to thrive. By that I mean go back to the fundamentals of successful business as practiced over the centuries. It starts with really understanding...

Targeting Customer Service at Your Best Customers Is Critical in a Recession

Hardly a day goes by without me reading another story about someone having had a rotten customer service experience. (You only have to have the misfortune to fly through British Airways' new Terminal 5 to know exactly what I mean.) And the inductive logic...

It’s Time to Reinvent Detroit … for Customers

Another week and another visit from the beleaguered Detroit Three - General Motors, Ford and Chrysler - to Capitol Hill, cap in hand. The Detroit Three want the US Government to give them US$34 Billion (that's US$34,000,000,000) to help them survive the recession and...

Deutsche Bahn: The Great Train Ticket Robbery

A friend in Germany had to jump on a regional train at the last minute after missing an earlier one. It was very early in the morning on a cold, dirty, unfriendly station in Wuppertal. He has a Deutsche Bahn Card (regular customer discount...

Why “Sense & Respond” Marketing Is Critical During the Recession

In an earlier post on How Customer-driven Innovation Helps Beat the Recession I quoted McKinsey research that showed that the companies that emerged from the last recession in the top quartile, increased their marketing spend significantly more than their less successful peers. But...

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