Tag Archives: IBV
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 […]
Consumers – changed for good, but change for the better?
Link to one of the articles Link to Study My IBM Institute for Business Value colleague, Guy Blissett, just released a new consumer products study I find myself referencing quite a bit (including in my own research for CRM, The Path Forward). I thought you might find it helpful to know more about it. For […]
Top 50 Websites in the world – wordle and snapshot October 18 2009
In keeping with our series of posts and visuals on the top 50 websites (see prior versions for August and June), here is the October picture, created this afternoon in Korea while I work from an ugly tiny hotel room in Suwon. So, there are only a few change-ups in the top 50. Facebook and […]
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 […]
Personal Contributions to Economic Stimulus – Shopping lessons in a single blog post
This week has been interesting on every front. The things I got engaged in were fascinating, per usual. Developing models for the next generation of healthcare (you will be floored by what comes next – in a good way), American Express, Sony (planning for the next gen of retailing), Bank of America, Old Navy […]
Acting like a ‘J. Crew member’ – Developing customer advocacy
This is a note of praise. There are lots of successes – even in this new economic environment. And, again, it is extremely worthy of note that both of these were moments where the company – in this case – J. Crew – could have failed. Opportunity often wears an interesting cloak in this market, and you need […]
