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Home » Posts tagged 'CRM'

Doing Business as Unusual: Customer Service

By Jim Ducharme on 1:00 am in Cross-channel, Customer service / View Comments

Companies can’t simply use new technology to prop up the status quo – they have to change the way they think and operate – it’s no longer business as usual.
The New Reality of eCRM

By Jim Ducharme on 3:30 am in B2B marketing, B2C marketing, CRM, Email marketing / View Comments

Ok, I think we all get carried away with what this conversation is. A large part of conversation in the real world is body language. In the digital world body language also plays a part in conversation.
The Social, Connected and Human Post-Crisis Changes In The Financial Industry

By J-P De Clerck on 9:20 pm in CRM, Cross-channel, Social media marketing / View Comments

If you want to see how corporations are changing their culture to be customer-centric, consistent across all channels, more participative, intensively use data and turn them into action, and embrace the social changes, take a close look at what the top banks that “get it” are doing out there.
Social CRM: Customer-Centricity And The Need For Redefinitions

By J-P De Clerck on 6:02 pm in CRM, Sales / View Comments

Customer-centric thinking and working is the main driver in all marketing changes, we are going through, including social media marketing. Customer-centricity is not some kind of slogan. It’s a necessity for businesses and is achieved through direct and indirect processes of listening, understanding, providing relevance and optimizing value.
When Is Social CRM Not Social CRM?

By Neil Davey on 12:08 pm in CRM / View Comments

The industry still seems to be getting its knickers in a twist over terminology. ‘Social CRM’ has seemingly been settled on as the de facto term for the utilisation of social media to interact and engage with consumers for mutual value. But the matter is still far from settled.
Calculating the Value of the Customer Life Cycle

By J-P De Clerck on 1:33 am in CRM, Customer analytics, ROI / View Comments

The value of the customer life cycle, also called CLV, looks at the investments we plan to make for the customers (retention, sales, promotion, customer service, etc) and the return we expect from the customers. CLV has everything to do with the present and the future. An introduction.