Gwynne Young
CEO Compensation: Heck of a Job. Take These Millions and Get Out of Here!
When I put out the call for articles about performance management, several authors responded with opinions about how best to manage employees. But so far, no one has said anything about executive performance and pay. But what about it? How do you measure executive...
Do You Have Change for a Twenty? In the Age of the ATM, Too...
Does your ATM give out anything but $20 bills? Mine doesn't. Yet everywhere I go, I encounter people in the business of taking money who don't have change for a $20. My insurance copayment is $10, but my doctor's office never has change. The...
What’s the Difference Between CRM and CEM? A Heck of a Lot, Some Say
When Starbucks creates a home away from home for people to meet, drink, be seen and compute, is it customer relationship management? When video game companies invite users to modify the games and then sell those modified games, are they practicing customer relationship management? A...
How Can a Customer-Centric Auto Mechanic Achieve Profitable Growth?
In this inaugural edition of Gurus on the Case, an automotive service/repair shop owner seeks help to grow his customer-centric business more profitably. Read how four gurus would meet the challenge and join the discussion to offer your own opinion. Guru recommendationsBusiness owner's reaction When…
RBC Finds a Customer-First Strategy Builds Loyalty and Profit
The typical thinking with banking is that you want to get rid of the bottom-feeders: older customers whose assets will not appreciate and younger customers who have yet to amass funds. And by the same token, those lower-income, seemingly less profitable, customers can be...
How Intrawest Used CRM To Build a Brand
An odd thing happened to a woman who had bought property in a British Columbia ski resort. No one tried to market her on anything for a full year after her purchase. That, according to Linda Denis, vice president for customer relationship marketing for Intrawest,...
Solution Providers Honored With 1st CRMGuru Summit Awards
When it comes to CRM solutions, customers, more than anything, want a product that works for them, simply, easily and for the bulk of their business needs. CRM customers and vendor partners made that abundantly clear in a comprehensive online survey conducted by CRMGuru.com. Based...
Erase Dumb Contacts, Melt Snowballs and Enhance the Voice of the Customer
The best way to approach customer contact is to work to eliminate the need for contact at all. That was the message from Bill Price, president of Driva Solutions and first vice president in charge of global customer service for Amazon.com, speaking before delegates...
You Know You Don’t Have a Customer-Centric Strategy When …
Customer-centricity. Loyalty. Blah blah blah. Let's face it, when it comes down to it, if you're an executive worth your salt, you know the truth: Customers just get in the way. They whine. They take up valuable call center time. They're never happy with...
Mobile Phone Operator? You’re It!
Mobile phone use in Great Britain is becoming something of a game, according to a study commissioned by a major call-center software provider. The survey shows that when people aren't happy with a provider's service, they just switch. A quarter of young people have...