Thomas Wieberneit

Customer Service – the Great, the Bad, and the Ugly

We recently read Peter Shankman's raving experience report about Morton's Steak Houses where essentially the management of the restaurant chain went out of their way to provide a loyal, valuable (and influential on the web) customer with a surprise meal after he jokingly tweeted...

Social CRM – A customer oriented view on the state of affairs

I have spent the last week talking about CRM and SCRM to three retail companies. They cover different, although overlapping ranges and are of very different organizational maturity states. They are also on different positions on both, the CRM and SCRM scales. What they...

The future of CRM

A few days ago @MarkTamis called me with a question: "Where do you think CRM heads to in future?" Uhhm, not that simple a question. It really forced me to think as all those thoughts, observations and discussions of the needed to be brought...

Social CRM needs a CRM system, doesn’t it?

Some days ago Bob Thompson interviewed Graham Hill about his take on Social CRM. The interview covered a lot of topics, most notably the future of Social CRM about which Graham has a particular view and led Bob to ask the question whether it...

Social Shopping = Groupon? Nope, this is only the beginning.

Some time ago my wife Nicole posted a small series of blogs about the topic of Loyalty on ciber.com. In these readable blogs she identified and summarised three main strategies of acquiring loyal customers, which are • Every day low price • Classic loyalty programs…

Social Shopping – A Retail Future

A while ago I blogged about threats and solutions in the retail industry that have their origin in rise of social media; with this post I would like to continue on this topic, focusing on possible solutions for retail companies. This blog also ties in...

Social CRM for Retail – Threats and Solutions

Brick-and-mortar retail businesses face a combination of ever-increasing customer expectations, customers being "educated" to expect and receive promotions, and of course an ever increasing competition in the market place for their customers' share of mind and share of wallet. On top of all this...

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