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Fighting fires or building firewalls
Why is it that we often reward fighting fires rather than building firewalls?The sales person who pulls in a last-hour, unforecasted deal at the end of Q4 is treated as a hero, whereas the relationship...
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GiffGaff – a case study of customers in control
It’s relatively easy these days to find point examples of social CRM in action across marketing, sales or customer service; but few organisations have a holistic Social CRM strategy in place. Paul...
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The fast & easy path to social media success
You could take any number of easy decisions with Social Media, all of which you could get up and running fast. You could, for example try any of the following:1. Ignore it and hope that your customers...
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Amazing customer service from Flightcentre!
I thought that I had written my last post of 2010. I thought that by this time I would be in New Zealand on my honeymoon. Sadly the weather, airports and airlines have conspired against me and, like 1m...
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Solid Foundations, Cool Innovations – the importance of CRM to SCRM
I went to a Gartner CRM conference in London a few years ago where the theme was “Solid Foundations, Cool Innovations”. The theme stuck with me and I think it is even more relevant today given the...
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Gaming the system in social media care
Social Media customer care seems to be a pretty hot topic at the moment. Many clients I work with either have, or are talking about, setting up a capability to monitor what people are saying about them...
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Improving social media monitoring…
As Social Media Monitoring travels through the technology hype cycle it’s clear that many early adopters are experiencing disappointing results. Having heard the stories of start-up businesses like...
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Announcing #crmidol - a guest post by Paul Greenberg
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Is control still an issue for brands?
Mitch Joel, author of the must read "Six Pixels of Separation" wrote an interesting post recently that got me thinking about control. Mitch wrote:"We're at this strange new intersection where the...
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What comes next after Facebook and Twitter and the challenges of skating to...
I've been thinking recently about what comes next after Facebook and Twitter. I looked at interesting initiatives like the Future of Facebook project but I also realised pretty quickly that for the...
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Killing 2 birds with one stone – why cost reduction within customer service...
I often meet with clients who want to kill two birds with one stone; reduce customer service costs, whilst also increasing customer satisfaction. Many technology-centric CRM programs of the past did...
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Left Brain and Right Brain must work together to deliver success in Digital...
The words “but of course CRM is not a technology” prompted a collective sigh of relief from the audience. The speaker hadn’t fallen into the trap of committing the ultimate CRM sin and assuming that...
View ArticleQuick fixes and shortcuts in the Social Enterprise
I despair when I hear people trying to “schedule a viral marketing campaign” into their marketing calendar, “build a community site in order to deflect calls from the contact center” or “do a bit of...
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What comes next after Facebook and Twitter? The challenge of keeping up with...
Note - I originally posted a short version of this post in July.The last 5-10 years have been characterised by a communications revolution. During that time we have seen the mass roll out of broadband...
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BB+HW+CC+A&SN=D&O
Last night I had the pleasure of presenting at a Keble College alumni event for entrepreneurs. The main focus of the event was for alumni entrepreneurs to showcase their start-ups and it was great to...
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Don’t let a millennial determine your strategy
Mark Tamis wrote a hype-busting piece this week entitled “go with the customer flow”. He pointed out that currently only 1% of company / customer interactions take place on social media in France (Les...
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Re-intermediation on steroids?
There was a popular myth in the late 1990’s that the e-commerce revolution would lead to the death of the intermediary. Why buy a holiday through a travel agent, insurance through a broker or a...
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Why CRM Idol matters to EMEA software companies
Earlier this week Paul Greenberg announced the second season of CRM Idol. This year the competition has gone global with categories in the US, EMEA and Asia / Australasia. I’m delighted to be one of...
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Moving from tactical social media experiments to social business transformation
The elephant in the social media room at the moment is that most corporate social media initiatives to date have been tactical experiments. Of those, few have generated meaningful business results....
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Fixing Sales Force Automation
For the past 15 years one of the most common causes of Sales Force Automation project failures has been that they have added approximately zero value to users. Most projects prioritized sales...
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