Archive for the ‘ Case Studies ’ Category

Amazon.com: Mitigating fear of losing…… control

Doing business has come a long way in the past 20 years or so. Only two decades ago Cash was King and there were no credit cards to speak of. Really, we were all still in the stone age. Buying something meant handing over your money and taking home your product. Today, at the end of 2009, most of us don't even see our money anymore. It might as well be Monopoly money. Many households pay their bills by direct debit or internet banking. Some of the products or services received are of abstract nature such as mortgages, electricity bills, council tax and such. Electronic money for abstract products. Now in the early stages of internet trade, Amazon.com understood very wel[ READ MORE ]

Still not getting the basics right.

Yesterday I referred to not having been treated as I think a customer should. With service and respect. And wouldn’t you believe it. This morning I stroll into a huge retail outlet specialising in elecronics to buy a camera. They have just opened, so shop attendants are still standing around doing nothing, talking, joking with each [ READ MORE ]

Relationskipping, Relationworshipping – it all depends on the market.

Those of us who have been working in the CRM arena for a while get a bit tunnel-visioned, I must admit. We talk, eat, and dream CRM to try to achieve that ultimate goal of complete customer satisfaction and everything that goes with it. It's easy to forget that of course the market, industry and type of business you are in determines just how influential your customer relationship really is and what the ideal composition of it should be. As a hobby, I have run a Christmas tree plantation for some 11 years now. I decided I would start a business selling a product I knew nothing about, in a market equally unfamiliar. I met hands on with challenges such as finding a field, baby trees, a planting machine, putting up a fence to keep the baby trees safe from rabbits. They were tough challenges, as I had to build up everything from scratch, including a production/source network. Now the standard 'old fashioned' christmas tree takes about 5-7 years to reach a height of 5-7 feet tall, about a foot a year[ READ MORE ]

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