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Top Articles
Effectively Communicate and Collaborate With Your Customers
[2008-04-15] Salesforce.com [NYSE: CRM], and Google [Nasdaq: GOOG] today expanded their global strategic alliance to make it easy for companies of all sizes to run their business in the cloud with Salesforce for Google Apps.
Creating an Effective Budget for Customer Acquisitions
[2008-03-17] I read a great post last week on the RKGblog on how to spend customer acquisition dollars wisely. Read it yourself, but remember that its audience is catalogers steeped in the world of direct marketers.
A Do It Wrong Quickly Approach To The Intranet
[2008-02-18] I gave a speech Monday in Oslo on Do It Wrong Quickly and, as usual, the best parts of the speech for me were the audience questions. One question in particular came up that I am asked frequently, so I thought you might like to hear the answer here.
Improving the Customer Experience in the 21st Century
[2008-01-28] Improving customer experience while adapting to the realities of the 21st century is going to be a critical skill for organizations.
2008 Trend Prediction: Personality Matters
[2008-01-03] I love lists and I love trend predictions. So a trend prediction list would be an obvious choice for my post today.
Exceeding Customer Service Expectations
[2007-12-03] It makes a nice change to have my expectations about Virgin Media exceeded.
Web Ecosystem: The Rise of the Grudger Customer
[2007-11-12] On the Web a new type of customer is rising. One more and more immune to marketing happy talk. One that wants facts before emotion.
Ask Not What Your Customers Can Do For You...
[2007-10-12] ask not what your country customers can do for you - ask what can you do for your country customers
Customer Service: Put Clients First
[2007-09-24] Customer service is one of the most important aspects of any business. Without customers to purchase the business's products and services, the company cash flow dries up faster than a rain shower in the desert.
Improve Your Customer’s Web Experience
[2007-09-10] I am a strong believer that by creating a more satisfying experience for your customers and helping them achieve their buying process goals; businesses in turn increase their website sales.
Automating Decisions for Customer Service
[2007-08-16] Mike Schaffner had a nice post that I saw this morning - Some Technology Suggestions for Airline Customer Service.
Grow Your Business with Decision Management
[2007-07-30] A marketing focus today. More particularly a focus on marketing to existing customers prompted by three distinct posts.
Data Mining, Predictive Analytics & Markets of 1
[2007-07-16] Two articles made me think about the application of enterprise decision management, EDM, in the world of customer experience.
Lego and the Listening Factory
[2007-06-28] I attended a great talk by Helen Venge from Lego Factory - a giant experiment in the world of user-innovation.
Customer-centric Means Being Decision-centric
[2007-06-18] Nice post over on the Forrester Marketing blog - Being Customer-Centric Is Hard But, C'mon, It's Not THAT Hard! in which Elena makes some good points.
Customer Power Driven by the Web
[2007-06-04] The shift from organization power to customer power continues, as customers use the Web to organize themselves like never before.
What if No One Came to Your Site?
[2007-05-14] Web feeds, such as RSS (and e-mail before that), are part of a new wave of information integration-content that is part of your customer's daily experience.
Key Characteristics of Web Brands
[2007-04-30] The web brand is useful, clear, simple, interactive, and most importantly, customer-centric.
building the Lists for B2B Lead Generation Programs
[2007-04-02] Would you buy this business card? Maybe... maybe not. When you buy a list of names, you are basically buying business cards on a list. But there is no such thing as buying the perfect list, especially if you have a complex sale.
Are Customer Satisfaction Guarantees Realistic?
[2007-03-19] Customer satisfaction and loyalty to a product is very important in any company, be it a company that is consumer oriented or a company that sells to other businesses, but is a customer satisfaction guarantee really realistic in business?
How Do You Value Your Customers
[2007-03-02] We all talk about how much we value our customers-they're the lifeblood of any business.
Effective Customer Communication
[2007-02-16] Organizations are open dynamic systems for transforming resource inputs into saleable outputs (goods & services).
Your Customers Aren't Targets
[2007-02-01] I heard a great radio ad about radio advertising, which included the following:
Branding Your Customers
[2007-01-19] Branding your business is simply giving the public and your customers an image of your company.
Vendor Relationship Management (VRM)
[2007-01-08] This post continues where this one, which gives a bit of background on VRM, leaves off.
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