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.
The “S” in SCRM is not about Social Media
Today I read a tweet by Ray Wang where he states that he “doubts Social CRM (SCRM) will replace CRM. They augment each other....
Social CRM, Communities and Customer Segmentation
I strongly agree with Paul Greenberg that Social CRM is all about looking for answers to the Social Customer. Social CRM is about turning...
From gr8 to Awesomeness – after the #SCRMSummit –
Today is exactly one week after my return from Paul Greenberg’s first Social CRM Strategies for Business Seminar in Washington. I needed some time...
Social CRM – What Relationships Should You Care For, And Why?
There has been a lot of writing lately on the definition of Social CRM. Although neither of the definitions is fully wrong, in my...
Measuring Customer Performance – The Value Co-Creation Way
I found a new Dutch initiative to measure a Company’s Customer Performance: The Dutch Customer Performance Index (DCPI) (Dutch only) – a new objective...
Counting down
In the spirit of my personal discoveries on Twitter, I would also like to share with you my top-posts of 2009, by number of...
“What I have discovered about Twitter..”
Sharing personal discoveries about Twitter It was sometime December 2008. I just left my previous and last employer after more than 8 years, because of...
My wish for 2010: Consolidating Strategies
Esteban Kolsky wrote a very good post titled The Three Realities of SCRM Right Now. I think he makes some very good observations and...
Service Logic and the implications for a new Social Customer Relationships Marketing Logic
This post is not about introducing new terminology, as its title might suggest. This post is about exploring thoughts and new directions for a...
Is Mr. Paradigm keeping up with Mr. Big?
A call on (up) scaling Social With Social Business Design, Social Media Marketing and Social CRM being more or less mainstream thoughts right now, most...
Failure Demand – A Starting point for Outcome Driven Collaboration
Quite a while ago I was introduced to the theory of Failure Demand. Failure Demand has been defined by System Thinker John Seddon as...
The Next Big Thing is not Social “XYZ”
Co-creation is what makes Social CRM and Social Business Design work Over the past months I’ve been writing about Social CRM and Value Co-creation in...
Are your Customer Service Metrics aligned with Customer Needs?
After some posts on Social CRM I feel it is time to write about one of my favorite topics. I wrote about metrics in...
The path to Social CRM: Do you have a Portfolio of Real Options?
The path to Social CRM: do you have a Portfolio of Real Options? About two weeks ago I wrote my post on What a Social...
What a Social CRM Strategy is All About
It has been a while since Paul Greenberg put the stake in the ground by writing down the definition of Social CRM. For further...
What is the agenda for Customer Services?
A few days ago I was asked on Twitter how I would define Customer Services: in the reactive sense, the pro-active sense, or both?...
Customer Services Isn’t Always That Important
When reading "the web" one could be lead to think that a company's poor Customer Services is the worst that could happen. Any mistake...
Metrics – To Fool or Be Fooled – That is the Question!
KPI's should be about understanding what you need to improve to be better at meeting your Customer's needs and desires. Designing a measurement framework,...
Don’t Just Rule the IVR Out of the Customer Service Experience
Intelligent or Interactive Voice Response systems are often criticized. Just a few days ago, Shaun Smith, a respected Customer Experience Consultant and blogger on...
My Personal Definition of Business with Customer Value Co-creation
I've been working in the area of Customer Services, CRM/BPM/Multi Channel Interaction Management for 15 years now. One of the most important understandings I...