Archive | Chief Customer Officer

A Five-Year Vision for CRM: Seven Key Trends

For the past several years, I’ve been writing annual predictions for the CRM industry. It’s all been good fun and forces me to sit down once a year and think about important developments. How did I do last year? Judge for yourself by reading my CRM Industry Predictions for 2005. It’s far easier to write […]

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It Takes a Village To Provide Customer Experience: A Discussion on CEM

The CRM mantra has always been that everything comes down to the customer. Now along comes Customer Experience Management, a strategy for putting the customer at front and center of your organization. So is this just a flash in the pan? Is it a replacement for CRM? Ginger Cooper, founder of the Customer Relationship Management […]

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The Power of One: How Wells Fargo Builds Loyalty With Frontline Service

Most so-called CRM case studies start with a discussion of business goals—such as growing sales, improving marketing effectiveness or reducing service cost. And then rapidly transition to a description of an IT project, while extolling the benefits of a CRM software solution. Usually lost in the shuffle is the customers’ point of view. What’s in […]

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Collaboration: The Cure for What Ails CRM

Ready or not, welcome to the Customer Age. Customers have more choices than ever before, thanks to a global economy that pumps out high-quality goods and services, with a helping hand from the Internet to ensure competitive prices (unless you’re dealing with Microsoft software or the California energy market, but that’s another story). That’s why, […]

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