Graham Hill
Graham Hill (Dr G)
Business Troubleshooter | Questioning | Thoughtful | Industrious | Opinions my own |
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How Customers Think About Value. And What To Do About It
John Todor's post on Do Customers Care About Your Green-ness? got me thinking about how customers think about value. His suggestion that value is...
Make Change Stick: How Toyota Implemented Lean CRM
Think about the past five years. I'm sure you have changed quite a lot, and most of it, no matter how daunting it may...
The Best New Books on Social Marketing
My good friend and fellow CustomerThink guru, Paul Greenberg, posted about a new social marketing book over at his blog, PGreenblog. The book, The...
Why Do Marketers Treat Older Customers So Badly?
Take a look at the marketing communications of your typical mobile marketer and what do you see? That's right, lots of young people laughing...
Age of Conversation: When a Blog Becomes a Book
Every now and then an enormous opportunity appears in front of you. An opportunity to do something very special with a great group of...
87% of Customers Would Switch to Brands That Do Good
Advertising Age has an interesting article on Good is the New Black. It showcases some of the findings from the recent 2007 Cone Cause...
Should Sprint’s Customer Managers Be Fired?
The Sprint 1,000 story has hit the headlines. And as more facts emerge about what actually happened, it is looking increasingly bad for Sprint....
Sprint Fires Its Unprofitable Customers
John Gaffney has an interesting story over at Think Customers: The 1to1 Blog. It appears that Sprint has fired 1,000 of its most demanding...
Dissatisfied? Then Just Stop Buying
To judge by the number of recent stories about rotten retail service, you would think we were in the midst of an epidemic of...
iPhone After the Sales Honeymoon
Paul Greenberg has an interesting post on the launch of the iPhone. He suggests that the customer experience is a complex, multi-faceted thing driven...
The iPhone: Changing the Face of Marketing?
It's amazing how identical themes sometimes emerge at the same time out of different discussions. Let's just call it convergent evolution. The changing face...
Trouble in Store for the iPhone
I just finished laughing out loud at the pathetic story, told by Guy Kawasaki (he of The 10/20/30 Rule of Powerpoint fame) over at...
Customer Lifecycle Management–Past, Present, Future
Customer Lifecycle Management is hot topic in CRM today. I see a number of phases in the evolution of Customer Lifecycle Management in the...
How Change Really Happens
In an earlier post I described some of the foundations for successful organisational change. In this post I show how change happens once the...
Too Much Analysis Leads to Paralysis
One of my favourite bloggers is the English economist John Kay. His blog is erudite, pithy and always worth the read. Today's post about...
Building a Foundation for Organizational Change
Making change happen is one of management's perennial challenges. If you want a current example, just look at the CMO Council's recent Marketing Outlook...
Get Away From Socialist Planning in CRM
One of my favourite serious writers is the English economist John Kay. He has a great blog post entitled The school bully is, alas,...
CRM Blogs: My Top Picks
My good friend Paul Greenberg and I discussed the best CRM Blogs at the recent CustomerThink Retreat in Santa Cruz. Although both of us...
The Dark Side of Long-Term Relationships
My post on Being Beaten on Price? Three Ways to Fight Back triggered another comment from Don Hill. That's very gratifying because it was...
Being Beaten on Price? Three Ways To Fight Back
A comment by Don Hill on an earlier blog post reminds us of the frustratiion of all those in sales at 'short-sighted' buyers; you...