Master Interviews: 1 – Frank Eliason (@comcastcares) talks about justifying SCRM Master Interviews: 2 – Marshall Lager (@Lager) talks about the Future of SCRM Master Interviews: 3 – Bob Warfield @BobWarfield) talks about the World of SCRM In case you don’t know Ed Thompson, he is the Gartner analyst doing research, writing, and presenting on [...]
Read the rest of this entry »The metrics you are using won’t give you the results you want. You are using metrics that don’t lead to your goals or are related to your strategy. You are either using efficiency-driven metrics (aiming to get top performance from your operations) when your goals are calling for effectiveness, or you are using old metrics [...]
Read the rest of this entry »You are doing Loyalty the wrong way. There are two models of loyalty: emotional and intellectual. Emotional loyalty is when the customer develops feelings about doing business with you and your products, when they absolutely “love” what you do and would not think of doing business with anyone else. Price is not an issue and [...]
Read the rest of this entry »There are two people that are essential to ensuring your community has a long and prosperous life: a content manager and a culture manager.
Read the rest of this entry »All customers are created equal. Yeah, right. And the cow really did jump over the moon. Customers come in all colors and sizes – and revenue and profit levels. An essential component of managing customer relationships is customer-centricity. I am almost as tired of saying it as you are of hearing it. Yet, the part [...]
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