Tag Archives: CRM
Three management lessons (that will make you smile and cringe simultaneously)
A long long time ago in a land far away (New Jersey to be specific), I went to a training class – back in the days when companies really invested in the people, not simply the discrete tasks they would perform. I learned a few of the most valuable lessons I would ever have. A […]
Creating Customer Intelligence: Chasm Crossing
We are in process of designing a new marketing dashboard for a client and it will feature only three categories of information: campaigns, contacts and customers. I present these in order of things we know the most about to things we know the least about. There, I said it, we currently know the least about […]
Enabling MRM Success, Preventing MRM failure (Marketing Resource Management)
(post is shared as well at the Covalent Marketing site here) I met with 3 clients in the past eight weeks interested in implementing Marketing Resource Management (MRM). So, I started kind of where I usually do – and asked why they thought it would be valuable to them. More specifically, I asked them what […]
Retail perspective – IBM IBV Retail and IBV CRM, April 20, 2010
I was recently invited by Jim Kowalski and Matt Vigneri of Oracle to speak at a small dinner gathering on the current state of the market. While most of our conversation took place under the cone of silence so we could have a really honest dialogue, I did want to share them (link to slides […]
Strategic service – its for everyone, not just customer service
Digitally savvy customers are increasingly using the Internet not only to seek information, but also to interact with companies, create solutions and make decisions. Smarter companies are using an emerging concept we call Strategic Service Delivery to enable customers to use data and resources more effectively to drive better customer engagement and experiences. Creating a […]
Another step on the path forward – the new digital channels whitepaper
Going digital: The connected, collaborative path forward is finally published. The link is in the right hand nav bar, second from the top (for now). Or, to make it simple, it is also the headline above. Here is the first page, with hopes of whetting your appetite to get more: Customer Relationship Management (CRM) executives […]
McKinsey and MIT on collaboration – and its meaning for innovative market making
Link to PDF of McKinsey/McAfee interview Wanted to recap some of the great soundbytes – none out of context I hope from a McKinsey interview with Andrew McAfee, principal research scientist at the Center for Digital Business at the MIT Sloan School of Management on collaboration. Right out the gate, McAfee hits us with a […]
An example of smarter customer focus: Strategic Service Delivery from Opower
Strategic Service Delivery is about activities that improve customer interactions through new channels by sharing information, engaging people with their information and that of the world around them. It is a two-way process that embodies the “Listen-Learn-Engage-Harvest” cycle. I promised to start providing examples of Strategic Service Delivery, Complexity Reduction and Innovative Market Making – […]
7 ideas to save you money on holiday shopping…(as consumers, not marketers…)
So, I am not, I admit it, a last minute holiday shopper. This is generally a boon for those who I do buy for, because I end up being drawn to the mall like a moth to a flame and get more stuff at the end after I had technically completed my list. So, I […]
Oz-Blog…We’re off to see the wizard
So, where exactly did my week in Australia go? Despite the inability to see any native creatures (except two very fine gentlemen wearing the cult-fave, female-swoon-inducing three wolf moon t-shirts and the review that started sales phenom), we had a very successful week, mostly visiting with Financial Services clients looking to create better and more […]
