Archive | Customer Strategy

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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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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