Archive | Employee Engagement

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 […]

Continue Reading 1

Why "CRM" Must Die for Customer-Centric Business To Thrive

As we ring in the New Year, it’s time to bid farewell to “CRM.” Why? Because after more than a decade it still doesn’t have a commonly understood and accepted meaning. What if you gave an “apple” to a friend, who became annoyed because it didn’t look or taste like the orange that was expected? […]

Continue Reading 3

Build a Customer-Centric CxO Team: CRM Resolutions for 2007

In the 2006 Rocky movie, Rocky Balboa, the aging fighter, gives some sage advice to his son. It’s not whether you get knocked down, he says. It’s about whether you get back up and keep fighting. Perhaps customer relationship management—which I define as developing and implementing a customer-centric business strategy—has made you feel as though […]

Continue Reading 0

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 […]

Continue Reading 0

Powered by WordPress. Designed by Woo Themes