Archive | Customer Experience

China in the Customer Management Groove

It’s hard to believe that we’ve just completed the fifth annual China Customer Management Forum, held April 5-6 in Shanghai. It seems like just yesterday that Sampson Lee contacted me and said something like, “Hey, what do you say we start a CRM conference in China?” I wasn’t sure that China was ready for CRM […]

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The Next Generation of Customer Management? Customer Experience Management

Since I founded in January 2000, interest in CRM has blown hot and cold. Now Gartner says that the good times are rolling: CRM software revenue jumped 13.7 percent in 2005 to $5.7 billion. One factor, the analyst firm says, it that buyers recognize that CRM applications are "key drivers of customer acquisition and […]

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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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