Wim Rampen
Wim Rampen
I offer (and seek!) fresh perspectives on Marketing Strategy and Customer Experience Leadership. Perspectives based on 15+ years experience in (leading) Customer Service and Marketing projects & departments. Currently responsible for Customer Analytics, Customer Experience & Brand Management at a Dutch Financial (B2C Banking & Insurance). For more information visit Wim Rampen's blog.
E-mail from a Contact Center Manager
Last weekend I received an email from a Contact Center Manager. A Contact Center Manager who, like many with him, feels and understands the...
Winning Is a Losing Concept..
Winning in sports is easy.. that is, it's an easy concept.. Winning in business is not.. The concept of winning requires someone else to lose.....
The Customer Is Always Wrong
I think the Customer is wrong many more times than she's right..…Customers don't fill out (online) forms like they should, they don't read the...
5 Things You Need To Know About (Social) CRM (Definitions)
I think trying to define something is a very good exercise to understand what you are dealing with or what you are trying to...
Observations why Social CRM isn’t
No, I won't claim Social CRM is dead, to the contrary. It just isn't growing up fast enough to really have a business impact....
Value Co-Creation Canvas
I'm a big fan of Business Model Generation and the Business Model Canvas. I find it rather useful in many situations to explain the...
Because it is time you take Customer Service seriously…
Despite the economic crisis, the rise of the "Social Customer" and the popularity of Customer engagement strategies through Social Media, I sometimes get the...
Follow-up on Destroying Customer Value: Telfort is listening..
Last week's post Destroying Customer Value was in it's essence not about getting attention from the Telco company involved (being Telfort). Fortunately @Telfort is listening...
Destroying Customer Value
My wife enjoyed here mobile phone sim-only subscription at Telfort (a KPN Subsidiary) for the past two years. She thought she had great value...
Service Design meets (Social) CRM
This is part 2 in a short series on Service Design. I would recommend reading part 1 before reading this. Recap: What is Service? As…
Service Design or Design for Service
George Julian has written a well researched, accessible and authentic post with a valid question: What is Service Design? I recommend that you read...
The Future of (Social) Listening: If we knew..
@katenieder from Dachis Group wrote a post titled "The Future of Listening: If we know what we know".. I have to admit I was...
Putting Your Customer at Center? Constrain Yourself, or..
I've read many papers, blogs and articles telling me what being Customer Centric is all about. I agree with most of them when they...
Want Your Customers To Talk Sizzle Or Steak?
Customers have jobs to do. And so do Companies. In essence the trick is to align and focus the company's activities to maximize support...
5 Notions To Embrace In Your 2011 Marketing Strategy
2011 Is lurking around the corner. Time to reflect on how well you did (or are expected to do) in 2010 and prepare your...
Influencer Strategies – We Shouldn’t Want Them
I've been thinking and reading about influencer theory and influencer strategy a lot lately. Last week I read a post by Lisa Petrilli: Three...
Why the Old Spice campaign is not Social CRM
It's been hard to oversee or even neglect the Old Spice viral campaign lately. Harish Kotadia states that this is the best Social CRM...
Are we “getting” our Customers and Jobs right?
I have been thinking a lot lately about the why, who, what and how of Social CRM. Since we have passed the top of...
On The Creation Of Value WITH Social CRM
One of the fundamental flaws in thinking about value is based on the persistent logic that value is something you add, or provide. I’ll...
The Only Thing your Social CRM Strategy Can NOT Do Without
There have been some interesting discussions around what elements your Social CRM efforts can or cannot do without. It started with Bob Thompson asking...