Jeremy Cox
Long-Tail Diamond Mine Discovered
I knew it! There's gold in them thar hills, or diamonds actually. One of our new clients took the trouble to survey their customers (some 6000) with a view to identifying where they could improve to make themselves a more attractive proposition. Nothing unusual...
Optimizing Your Customer Portfolio: Who’s Covering Your Tail?
It makes perfect sense especially in B2B environments at least, for the 'Key Accounts' to get the lion's share of resources and focus. It is obvious why. Any defection leaves a nasty hole to fill and we have all heard the mantra about...
Is It Worth It?
A good friend of mine works for one of those 'good value' companies. I daren't give you any more info than that just in case he gets 'outed'. One of their competitors spent a large fortune on extracting data from the bowels of their transaction...
Dehumanised Courtesy in the Call Centre
Bless their cotton socks, BT is certainly trying to make life easier for its broadband customers. I have moved home recently so as usual there are a few teething problems when setting up new broadband services. By and large depite these, BT has sought to...
Inside Out or Outside In?
It seems to me that over the years, a lot of firms large and small have tended to adopt an 'inside out' approach to business performance improvement. What this involves is people within an organisation using their commonsense and anecdotal feedback perhaps from...
The “Heads-Up” Enterprise
A long time ago a friend of mine who was a bit of a techno-geek, told me that computers were essentially pretty thick. All they could do was recognise zeroes and ones, so that what might appear to be an intelligent reaction to some...
Collaboration Is Critical in a Multi-Channel B2B Environment
In business-to-business markets, collaboration between sales and marketing is a major challenge. The common perception of marketing, to some extent reinforced by the growth in Marketing Resource Management (MRM) applications, is that it's a cost which, at best, generates leads for the sales force...
Good CRM Must Have Objectives and Measurements
This article was originally published by GreaterChinaCRM Overview It is common to hear the phrase, "You get what you measure," and where CRM is concerned, measuring the right things is very important to track progress and as a feedback mechanism to sense changes in customer…