Archive | Customer Strategy

Why Reps Can’t Sell. It’s the (Selling) System, Stupid!

Two words for sales reps trying to get time with Pete Sattler, CIO of International Flavors & Fragrances: Lotsa Luck. You’ll need it, because you won’t get past his defenses aimed at avoiding time-wasting reps that pitch “feature bingo.” During his two decades of experience with sales reps, he’s also seen all the tricks designed […]

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5 questions for Wil Wurtz about "The Customer Profit Maxim"

Wil Wurtz has two decades of experience in customer management, and has seen the rise of CRM (as founder of the Dutch CRM Association) and more recently CEM. Through it all, he is one of the world’s best thinkers about balancing value creation for customers (which drives customer satisfaction and loyalty) and value creation from […]

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What Really Drives Customer Loyalty? It's Not Just About the Experience!

“Everything should be made as simple as possible, but not simpler.” —Albert Einstein Customer loyalty is at the heart of a truly customer-centric business strategy. Over the years I’ve found fairly consistently that the customer experience—all interactions with a brand, including people and systems—is equally important (in driving loyalty) to the quality of the core […]

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Macy's Marketing Transformation: From "Mad Men" to "Math Men"

Last week I had the pleasure of attending Forrester’s Customer Intelligence Forum, where the theme was “how to create engagement in the age of the customer.” There was some similarity with a recent “Sales 2.0″ conference I attended, where the emphasis was on how to make the profession (marketing, in this case) more scientific by […]

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CRM and CEM: Managing the Yin-Yang of Customer Relationships

I entered the CRM industry in 1998 after a career in the technology industry, mostly with IBM. CRM seemed like an exciting concept, because it brought together elements of business strategy, technology and customer relationships. Without knowing it, I had been a student of CRM for a long-time at IBM, because the culture of the […]

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