Graham Hill

How Customer-Driven Innovation Helps Beat the Recession

As we enter further into the recession, companies are making ever deeper cuts in their spending. Nothing is sacred. Head count is being decimated, marketing budgets are being slashed and innovation is being curtailed. This might seem to be a logical consequence of the...

Build Yourself a Staircase for Market Growth

Alan See wote a great post on Can Customer Value be Calculated in Executive Months in response to my earlier one on Take Three Bites at the Customer Value Cherry. He laments the short-termism of much of management today. Or rather, management that is...

Take Three Bites at the Customer Value Cherry

As I suggested in a recent post on What Private Equity Teaches Us About CRM in a Recession, organisations who want to survive the recession will have to focus on the bigger value equation. Not just on the customer experience, not just on loyalty,...

Profiting From Customer Intelligence in a Recession

I attended the IIR Customer Segmentation & Intelligence conference in Monaco last week. It rained non-stop every day I was there, so I had plenty of time to talk to the 100 or so delegates from various companies who gathered to hear what's new...

Are Marketers Really Prepared for the Recession?

Ginger Conlon over at the Think Customers:1to1 Blog has posted the results of an interesting survey she carried out about what marketers think the recession will bring. The results are interesting but at the same time very troubling. 31% of marketers think their budget...

How the Customer Experience Lost Its Meaning

Words are very important. Used well, they provide people with a crystal-clear meaning that everyone understands. But used badly, they just serve to confuse people. Sadly, 'modern management speak' is full of wooly, imprecise, confusing words that mean one thing to one person and...

The Quadruple Whammy: Why Your Customers Are Worth Much Less in a Recession!

The recession is already having a number of unanticipated consequences. One of these is that the value of customers, pretty much all customers, is falling. Customer value is falling because of a quadruple whammy of factors: Revenues are falling - as customers feel the recession...

Why a Recession Means Doing BETTER, Not Just Doing Less

I remember back in the 90s when Economic Value Added (EVA), People Value Added (PVA) and Customer Value Added (CVA) were all the rage. The idea was that businesses should be managed by looking after shareholders (EVA), staff (PVA) and customers (CVA) in equal...

Where to Find Friends in a Recession

In times like these we need to rely on help from friends and family. In the business world that means from partners and from colleagues. By working collaboratively, businesses can harness the best resources they have available to focus on delivering more value to...

Robots Will Replace People in Customer Service… Sooner Than You Think

Alan Turing is one of the founders of the modern computer. In honour of Turing's work, a prize - the Turing Prize, worth $100,000 - is available for the first artificial intelligence system able to fool a person into thinking they are talking to...

Now Is the Time for Evidence-Based CRM

According to the old saying, "When the going gets tough, the tough get going!". That certainly seems true, if by the tough we mean the many CRM pundits who have suddenly appeared with their own recipe for coping in these difficult economic conditions. I...

New Research on How Loyalty Drives Future Sales

In an earlier post, 'Is the Loyalty Myth Killing Your Profits', I suggested that rather than focus on building 'loyal' customers, companies should focus on building profitable ones instead. Some customers may become loyal along the way, but that is not the primary aim....

Is the “Loyalty Myth” Killing Your Profits?

Like most management disciplines, CRM suffers from a number of fallacies. Supposed facts, almost rules, that everyone should adhere to, or at least aspire to. As often as not, they are based either upon sloppy research or no research at all. They are just...

Customer Perceived Value Is Changing … and What to Do About It

Many Western economies are currently either in a downturn, or about to enter one. Customers have already drawn in their horns and are only spending on necessary items. Automobiles are not being replaced, foreign holidays are being replaced by two weeks by the lake...

What Private Equity Teaches Us About CRM in a Recession

Back in March this year I wrote a blog post on 'Using CRM to Win in a Recession'. The gist of the post was that the 'slash and burn' cost-cutting tactics typically used by companies in a recession, destroyed value at a greater rate...

How Much Is Your Loyalty Program Worth?

Phil Dourado wrote a great post 'On Lipstick and Pigs: Sales Promotions and Customer Loyalty'. At the end of the post he says, "If you can keep millions of customers coming back for repeat purchases through ongoing discounts that lead them from one transactional...

Building a Roadmap for Customer-Centricity

Dick Lee wrote a great blog about the leap of faith it often seems to require for CXOs to really embrace customer-centricity. Putting aside the lack of clarity of what customer-centricity actually is, we should all be concerned that CXOs have to effectively take...

What to Do When Customers Say “No Thanks!” to Marketing

I am pretty sure you all know by now that the 'Marketing Commons' is destroying trust in marketing, marketers, and the companies that do it. In a nutshell, faced with more marketing having less effect on customer buying behaviour, marketers are resorting to yet...

The CRM Olympics: My CRM Gold Medalists

The Beijing Olympics are now over and by all accounts they were a great success. It is always a pleasure to see fantastic sportsmen like Michael Phelps and Usain Bolt win gold, and break Olympic and world records in the process. They are an...

How Advanced Is Your CRM Performance Measurement?

As the old saying goes, "What gets measured gets managed, and what gets managed gets done". This is as true for CRM as it is for any other business discipline. And the few robust studies into successful CRM all point to performance management as...

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