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/
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...
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,...
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...
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...
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...
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...
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...
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...
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....
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...