Kristian Gotsch
Kristian Gotsch
Loyalsticity
Kristian Gotsch has more than 15 years experience within the world of CRM. As CRM Manager at the Eredivisie (Dutch Premier League), Kristian has a great interest in sports and CRM and is the founder of Loyalsticity. Prior to his current role Kristian held various CRM positions at T-Mobile, PwC and Microsoft. This is a personal rather than a corporate blog. My opinions reflect my own views rather than necessarily those of my employer.
10 Reasons Why CRM in Sports is Hotter Than Ever
Call it CRM, FRM or Fan Engagement (but for the sake of simplicity I'll stick to CRM in this post), one thing is certain,...
It’s the Relationship, Stupid!
Hundreds of millions are spent on CRM (CEM, sCRM etc) projects each year as companies strive to strengthen the relationships with customers. CRM is...
Social Media: The WORST thing that ever happened to CRM
Not a minute goes by without articles, presentations, videos, blog posts and tweets get published about the greatness and importance of social media. Amongst...
Social Media: The BEST thing that ever happened to CRM
Not a minute goes by without articles, presentations, videos, blog posts and tweets get published about the greatness and importance of social media. Amongst...
Top clubs can’t afford to get social media wrong
Social media can play an important part of any club's interaction with fans. To the world's biggest clubs, however, social media is not only...
The 12th Reason why Sports Clubs Should Take the Lead in Social Media and Social CRM
Recently I posted an article entitled <a href="http://www.customerthink.com/blog/will_sports_clubs_take_the_lead_in_social_crm">"11 reasons why sports clubs should take the lead in Social CRM" on this site. The post,...
11 reasons why sports clubs should take the lead in Social CRM
A while back I claimed that although the world of sports had been a late adopter of CRM there was a great opportunity for...
Where Is the Attitude?: Getting Closer to Customer Loyalty
Once again I received one of those customer surveys via email from a company I have recently spent money with. After having submitted my...
Outsourcing: A Great Idea as Long as You Don’t Fall Into the Trap of Destroying the Customer Experience
Situation: Waiting at gate A18 at a European airport one Sunday evening – together with approximately 200 other passengers on their way home, going...
How Much Can We Blame IT for Bad Customer Service?
Companies continuously run satisfaction surveys on their end customers – most of which are questions regarding product experience, price, service etc. Besides the actual...
“Balance the Field” to Achieve CRM Success in Sports
These days customer relationship management (CRM) and providing better service to customers seems to be at the top of any company's strategy and focus...
Loyalsticity: A Business Concept for Sports Clubs
Over the past decade investments in customer relationship management (CRM) strategies, applications and tools have primarily been driven by businesses within industries such as...
CRM and Social Media: Will Companies in Other Industries Go as Far and Offer Their Customers “To Pick the...
As companies are adopting strategies and initiatives that enable increased customer feedback to ensure that customer expectations are met – or exceeded – it...
CRM in Sports: It’s a Different Ball Game
Over the past decades businesses have increased their investments in the customer relationship management (CRM) area. The investments range from strategy development to implementing...