Graham Hill
Graham Hill (Dr G)
Business Troubleshooter | Questioning | Thoughtful | Industrious | Opinions my own |
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https://www.linkedin.com/in/grahamhill/
You Have Been Replaced by a Robot!
No, I haven't been replaced by a robot yet. But one day perhaps I will be. As long as it is working for me,...
We Know Who YOU Are Dating Tonight!
The world we have created is a data-rich place. Each of us generates hundreds of data points every day through commonplace activities like using...
Amazon’s Obsession With Customers Pays Off
Amazon is rarely out of the news. The Christmas period is always a busy one for Amazon. It has a new electronic reader, the...
Social Network Surfing at Work: Value Adding or Time Wasting?
Social networks like MySpace, Facebook and LinkedIn have many millions of users. Many of them access social networks during work time, in classical economic...
2008 Resolutions: Opt-Out from Unwanted Marketing
2007 has not been a great year for customer privacy. Among the highlights were stupid blunders from both Google and Facebook. Privacy is an...
The 101 Dumbest Moments in Business. 2007 Edition
Fortune magazine has a great article about the 101 Dumbest Moments in Business in 2007. It is a combination of the most unbelievably dumb,...
Survey Shows “Engaged Staff” Are Your Secret Weapon
Reading through today's Kölner Stadt-Anzeiger I came across an interesting turn-of-the-year article (sorry, German language) about a survey (German language) commissioned by the...
What Drives Great Customer Service?
I hear a lot about the importance of handling different customers differently. That is after all what lies at the heart of CRM. But...
Will Marketing Ever Be Customer-Centric?
As a long-standing CRM consultant and more recently, as interim Head of CRM for an automotive bank, I see how the role of the...
Barring “Unknown Unknowns,” 2008 Will Be the Year of Customer Valuation
Customer valuation has traditionally been a tantalizing customer management tool—full of untapped promise. This will be the year it comes into its own, I...
Customer Service Hell: Amsterdam Railway Station
Every now and again on my travels I experience extraordinary customer service. Some of them are heavenly; when everything goes as expected and someone...
What Comes After CRM and CEM
According to the latest Bain & Company study of management tools reported in the current Harvard Business Review, CRM is pretty much a mainstream...
Mobile Social Networking Is the New Black
I have just returned from three wonderful days co-chairing and presenting at the IIR Mobile CRM & CEM conference in Monaco. I left cold,...
Customer Experience Isn’t Working
A few years ago, Customer Relationship Management (CRM) was the hottest of topics for business. Its attractive promises of increased customer satisfaction, increased customer...
Bad Marketing Is Destroying Society. A True Story
I always look forward to the Saturday mail. It usually contains my weekly edition of The Economist, which means that I can look forward...
What Exactly Is CRM?
I looking at an entry on Communities of Practice in Wikipedia today. Out of interest, I typed "CRM" into the search box. It produced...
Are Marketers Asking the Right Questions?
Forrester recently held their Consumer & Finance Forum in Barcelona. One of their ever thoughtful resident analysts, Peter Kim, posed a series of interesting...
Pricing Madness … A Short Airline Story
I am speaking on Customer 2.0 at the forthcoming IIR Mobile CRM & CEM conference in Monaco. I am looking forward to the trip...
How Little Service Errors Lead to Much Larger Problems. A True Story
One of my consulting colleagues had a scary experience with British Airways at Heathrow Airport today. It shows all too well how little service...
The Second Renaissance in Process Improvement
A couple of weeks ago I had the pleasure to chair, present at and run a workshop at the IIR Telecoms Business Process Management...