Customer Familiarity can be defined in one of two ways: how much a customer knows about a company’s processes or how well a company knows their customers.  Although it brings certain issues of loyalty, commitment, and retention with it, how well the customer knows how to do business with the organization only matters when a [...]

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I spent the past four months talking to as many people as I could about Social CRM.  I talked to thought leaders, analysts, vendors, consultants, C-level executives, corporate managers and directors — anyone who wanted to talk about it. We discussed definitions, and models, and strategies and plans.  What they are doing, what they want [...]

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