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Laurence Buchanan

Laurence Buchanan
Laurence is CEO of EY Seren and leads EY’s global Customer & Growth practice. He works with clients to help them re-imagine growth through human-centered design, innovation and the transformation of Marketing, Sales & Customer Service functions. He is a recognized authority on digital transformation, customer experience and CRM, he has worked across a wide range of sectors, including telco, media, life sciences, retail and sports. He received an MA in Modern History from the University of Oxford.

A business framework for CRM & Social CRM

There seems to be common agreement within the Social CRM community that the time for debating definitions of Social CRM is over. Most people...

Software doesn’t build relationships; people do

I had a call this week with Michael Krigsman. Michael is President and CEO of Asuret, Inc.  and has chosen to specialise in a...

The Emperor’s new Social CRM clothes

"How do I look?""Wonderful, your majesty! Your new Social CRM coat really brings out your customer-centric side""Do you really think so? It was made...

“Customer to Customer” and the legend of Kachiwachi

Often I ask clients to describe their multi-channel capabilities. Most start by focussing on the channels that they own and control like their contact...

How can we prevent a Social CRM bubble? Lessons from the boom and bust of CRM

OK - let me say from the outset that rumours of the death of CRM have been much exaggerated! CRM undoubtedly went through an...

Outsource your Marketing, Sales & Service to your customers

No - the title of this blog post is not a typo… nor am I suggesting you ask your customers to set up an...

What would Google CRM look like?

A few years ago, when I was working for SAP, I posed a question to my team: "If Google were to launch a CRM...

Social CRM – the shift from “inside-out” to “outside-in”

Much has been written about Social CRM. Paul Greenberg's definition of Social CRM is one of the best I have seen. Paul describes Social...

#VirginMedia – a customer’s perspective on Twitter service

Let me say from the outset that this is not a "Virgin Media lies Virgin Media sucks" post. I am a relatively happy Virgin...

Star Wars and Social CRM

The other day I was trying to explain to a client what social CRM was all about and what the difference was to the...

Lean thinking in CRM and Social CRM

I first came across Lean thinking in CRM when I met with the COO of a large Dutch financial services company. At first I...

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