Graham Hill
Graham Hill (Dr G)
Business Troubleshooter | Questioning | Thoughtful | Industrious | Opinions my own |
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https://www.linkedin.com/in/grahamhill/
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...
When Should You Appoint a Chief Customer Officer?
Francois Gossieaux over at the Emergence Marketing blog wrote an interesting post on Do You Really Need a CCO?'. He notes that many analysts...
How the “Harvard Business Review” Punishes Your Loyalty
I have been a subscriber to the Harvard Business Review for over 10 years. I always look forward to the thud of the latest...
Searching for the CRM Holy Grail
Sometimes it is great to take a long break. The continuous pressure to work, to deliver and to hit (sometimes meaningless) deadlines leaves little...
Dilbert Is Alive and Well. In Your Company!
I have seen a number of blogs recently that suggested a magazine had run a Dilbert Quotes competition. Here are the hilarious winners. It...
Models, Maths and Customer-Centric Marketing
Researchers reckon that we are bombarded with over 3,000 marketing messages every day; on TV, on the radio, on billboards, through magazines and of...
Is CRM Doomed to Success?
Today's CRM is both complex and complicated. It is complex because we know know that it is made up of many interconnected parts. This...
Absolutely, Definately, the Wrong Way to Sell Online!
Blogging is an evolving part of the social media mix. That means there are few hard and fast rules abour how to do it...
Why Do Companies Make Life So Complicated?
Take a moment and think back to your most recent unsatisfactory customer experience. If it is anything like mine, it may well involve a...
How Customer-Centricity Drives Profits
Ask your typical CEO if their company is customer-centric and only the bravest will say 'No'. But ask them if they can tell you...
Nickel and Diming Customers Backfires
As we all know, the customer experience is made up of hundreds of little touchpoints with a company, its products and its partners. But not…
Are Business Books Worth Reading?
A quick browse in my personal library reveals more than 1,000 books. Although there are lots of science, humanities and other books, most are...
Three Golden Questions to Ask Consultants
I recently swapped my usual consultant's hat for that of Interim Head of CRM for a bank and ran the bank's CRM operations for...
Just Say “No” to Charity Muggers!
Hardly a day goes by without junkmail arriving from one new charity or another, asking for money for the many good causes out there....
The Future of Business Process Management
I have just returned from an enjoyable three days workshopping, chairing and presenting at the IIR Telecoms Business Process Management conference in Prague. It...
Micro-interactions Versus the End-to-End Experience
Customer Experience Management (CEM) has been with us for over 10 years now (it arguably started with Lou Carbone's work on experience engineering in...
What Exactly Is Customer Experience Management?
A few months back I penned a short blog post entitled 'What Exactly Is CRM?'. It was based upon the wrong-headed definition of CRM...
Preparing for the Elderly Customer Experience
I took a medium-length flight with a respected European carrier this morning. I take the same flight every week to a client. I know...
Customer Service Is the New Marketing … Or Is It?
In the high-touch, customer experience-driven world we increasingly live in, excellent post-sale-contacts are important. That's customer service to normal folks. As I pointed out...
Is CRM Different … When Customers Are in Charge?
CRM is slowly changing. Ten years ago, CRM was about using customer data to better target vanilla offers to select customers in the hope...