Category Archives: IBM
Extract from the upcoming whitepaper: The Path Forward
So, I received printed versions of the first of the five whitepapers in our 2009 CRM Leadership Study, The Path Forward: New Models for Customer Focused Leadership. I am really excited about it. The first paper is what we have termed the Umbrella – the one that introduces you to all the concepts so that […]
Getting over it: the economy is no longer an excuse
So, based on the 2009 IBM Institute for Business Value CRM Research, 80% of us are thinking we will survive and nearly that amount expect recovery by mid 2010. What that means is that you cannot go into your 2010 plan still saying the market will be bad. For one, it will mean you won’t […]
Don’t Yield on Customer Trust – a new case-study and whitepaper
Link to whitepaper Link to Wall Street Journal Article Hi all, after working on a number of things all at once, apparently they are starting to all bubble up at once. To whit, a whitepaper produced earlier this year on creating a Customer Focused Enterprise - in Healthcare of all places – is finally coming […]
IBM’s 2009 CRM Leadership Study: The Path Forward
So, I have not been blogging much lately. That is about to change. I have been taking two months to really examine and understand where we go from here as Customer Management functions. In my role for IBM’s Institute for Business Value, we undertook a study in May of this year with the Economist Intelligence […]
