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	<title>Customers Are Cool &#187; crm blog</title>
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	<link>http://www.customersarecool.com</link>
	<description>Putting the customer back in focus</description>
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		<title>Amazon.com: Mitigating fear of losing&#8230;&#8230; control</title>
		<link>http://www.customersarecool.com/2009/12/08/amazon-com-mitigating-fear-of-losing-control/</link>
		<comments>http://www.customersarecool.com/2009/12/08/amazon-com-mitigating-fear-of-losing-control/#comments</comments>
		<pubDate>Tue, 08 Dec 2009 22:47:20 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[Case Studies]]></category>
		<category><![CDATA[December 2009]]></category>
		<category><![CDATA[amazon.com]]></category>
		<category><![CDATA[anticipating customer needs]]></category>
		<category><![CDATA[books]]></category>
		<category><![CDATA[cash is king]]></category>
		<category><![CDATA[cds]]></category>
		<category><![CDATA[crm blog]]></category>
		<category><![CDATA[customer in control]]></category>
		<category><![CDATA[customer losing an item]]></category>
		<category><![CDATA[customer owns the product]]></category>
		<category><![CDATA[dvds]]></category>
		<category><![CDATA[Erik van Geest]]></category>
		<category><![CDATA[internet business model]]></category>
		<category><![CDATA[internet purchase]]></category>
		<category><![CDATA[internet shopping]]></category>
		<category><![CDATA[internet trade]]></category>
		<category><![CDATA[stock information]]></category>
		<category><![CDATA[webshop]]></category>
		<category><![CDATA[where's my stuff]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=152</guid>
		<description><![CDATA[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]]></description>
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		<title>Still not getting the basics right.</title>
		<link>http://www.customersarecool.com/2009/11/30/still-not-getting-the-basics-right/</link>
		<comments>http://www.customersarecool.com/2009/11/30/still-not-getting-the-basics-right/#comments</comments>
		<pubDate>Sun, 29 Nov 2009 23:00:43 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[Case Studies]]></category>
		<category><![CDATA[November 2009]]></category>
		<category><![CDATA[airport transport service]]></category>
		<category><![CDATA[attention]]></category>
		<category><![CDATA[b2c]]></category>
		<category><![CDATA[basic ingredients]]></category>
		<category><![CDATA[business]]></category>
		<category><![CDATA[Business Processes]]></category>
		<category><![CDATA[Commercial arrogance]]></category>
		<category><![CDATA[cool customers]]></category>
		<category><![CDATA[core business processes]]></category>
		<category><![CDATA[crm]]></category>
		<category><![CDATA[crm blog]]></category>
		<category><![CDATA[customer opinion]]></category>
		<category><![CDATA[customer relationship management]]></category>
		<category><![CDATA[customer retention]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customers are cool]]></category>
		<category><![CDATA[Customersarecool]]></category>
		<category><![CDATA[electronics]]></category>
		<category><![CDATA[Erik van Geest]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[Remedy]]></category>
		<category><![CDATA[retail]]></category>
		<category><![CDATA[SaaS]]></category>
		<category><![CDATA[Sales]]></category>
		<category><![CDATA[salesforce.com]]></category>
		<category><![CDATA[SAP]]></category>
		<category><![CDATA[Siebel]]></category>
		<category><![CDATA[struggle]]></category>
		<category><![CDATA[the next big thing]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=120</guid>
		<description><![CDATA[Yesterday I referred to not having been treated as I think a customer should. With service and respect.
And wouldn&#8217;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 ]]></description>
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		<slash:comments>21</slash:comments>
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		<title>Come and go with a smile. A pre-condition.</title>
		<link>http://www.customersarecool.com/2009/11/28/come-and-go-with-a-smile-a-pre-condition/</link>
		<comments>http://www.customersarecool.com/2009/11/28/come-and-go-with-a-smile-a-pre-condition/#comments</comments>
		<pubDate>Sat, 28 Nov 2009 20:19:37 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[November 2009]]></category>
		<category><![CDATA[bankruptcy]]></category>
		<category><![CDATA[basic ingredient]]></category>
		<category><![CDATA[blog about CRM]]></category>
		<category><![CDATA[business grind]]></category>
		<category><![CDATA[Business process re-engineering]]></category>
		<category><![CDATA[changing the rules of the game]]></category>
		<category><![CDATA[changing world]]></category>
		<category><![CDATA[Come and go with a smile]]></category>
		<category><![CDATA[company values]]></category>
		<category><![CDATA[competing]]></category>
		<category><![CDATA[cool]]></category>
		<category><![CDATA[cool customers]]></category>
		<category><![CDATA[crm blog]]></category>
		<category><![CDATA[customer openness]]></category>
		<category><![CDATA[customer relationship management]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer values]]></category>
		<category><![CDATA[customers are cool]]></category>
		<category><![CDATA[Customersarecool]]></category>
		<category><![CDATA[damage control]]></category>
		<category><![CDATA[emerging economies]]></category>
		<category><![CDATA[Erik van Geest]]></category>
		<category><![CDATA[functional and technical possibilities]]></category>
		<category><![CDATA[growth potential]]></category>
		<category><![CDATA[IT architecture]]></category>
		<category><![CDATA[Microsoft Dynamics CRM]]></category>
		<category><![CDATA[minimum to good business]]></category>
		<category><![CDATA[mutual respect]]></category>
		<category><![CDATA[new economies emerging]]></category>
		<category><![CDATA[Oracle Siebel]]></category>
		<category><![CDATA[pre-condition to CRM]]></category>
		<category><![CDATA[pre-condition to success]]></category>
		<category><![CDATA[rapidly changing environment]]></category>
		<category><![CDATA[relationship building]]></category>
		<category><![CDATA[reluctant service]]></category>
		<category><![CDATA[respect]]></category>
		<category><![CDATA[SaaS]]></category>
		<category><![CDATA[Salesforce]]></category>
		<category><![CDATA[SAP CRM]]></category>
		<category><![CDATA[service related profession]]></category>
		<category><![CDATA[service with a smile]]></category>
		<category><![CDATA[shifting power and money]]></category>
		<category><![CDATA[Siebel]]></category>
		<category><![CDATA[smile]]></category>
		<category><![CDATA[struggle]]></category>
		<category><![CDATA[surviving]]></category>
		<category><![CDATA[sustainable business strategies]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=103</guid>
		<description><![CDATA[Has it happened to you too recently that you are in shop, restaurant or some other venue and you receive what I call &#8216;reluctant service&#8216;? That service received from someone whose entire being clearly communicates: &#8216;I&#8217;d rather be at home on the couch in my pyjamas than talking to you, jackass.&#8217;
Not that there is anything ]]></description>
		<wfw:commentRss>http://www.customersarecool.com/2009/11/28/come-and-go-with-a-smile-a-pre-condition/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Relationskipping, Relationworshipping &#8211; it all depends on the market.</title>
		<link>http://www.customersarecool.com/2009/11/22/relationskipping-relationworshipping-it-all-depends-on-the-market/</link>
		<comments>http://www.customersarecool.com/2009/11/22/relationskipping-relationworshipping-it-all-depends-on-the-market/#comments</comments>
		<pubDate>Sun, 22 Nov 2009 21:02:21 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[Case Studies]]></category>
		<category><![CDATA[November 2009]]></category>
		<category><![CDATA[B2B]]></category>
		<category><![CDATA[business trust]]></category>
		<category><![CDATA[buyer relationships]]></category>
		<category><![CDATA[buying decisions]]></category>
		<category><![CDATA[christmas tree business]]></category>
		<category><![CDATA[crm]]></category>
		<category><![CDATA[CRM arena]]></category>
		<category><![CDATA[crm blog]]></category>
		<category><![CDATA[customer relationship]]></category>
		<category><![CDATA[Erik van Geest]]></category>
		<category><![CDATA[managing the customer relationship]]></category>
		<category><![CDATA[purchasing decisions]]></category>
		<category><![CDATA[relationskipping]]></category>
		<category><![CDATA[reputation]]></category>
		<category><![CDATA[sales cycle]]></category>
		<category><![CDATA[Sales network]]></category>
		<category><![CDATA[Seasonal Marketing]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=80</guid>
		<description><![CDATA[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]]></description>
		<wfw:commentRss>http://www.customersarecool.com/2009/11/22/relationskipping-relationworshipping-it-all-depends-on-the-market/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Ready for the double challenge of customersarecool? Continue reading.</title>
		<link>http://www.customersarecool.com/2009/11/08/ready-for-the-double-challenge-of-customersarecool-continue-reading/</link>
		<comments>http://www.customersarecool.com/2009/11/08/ready-for-the-double-challenge-of-customersarecool-continue-reading/#comments</comments>
		<pubDate>Sun, 08 Nov 2009 20:13:19 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[About Customers are Cool]]></category>
		<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[November 2009]]></category>
		<category><![CDATA[beach]]></category>
		<category><![CDATA[bills]]></category>
		<category><![CDATA[cool]]></category>
		<category><![CDATA[crm blog]]></category>
		<category><![CDATA[crm blog site]]></category>
		<category><![CDATA[customer satisfaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customers]]></category>
		<category><![CDATA[customers are cool]]></category>
		<category><![CDATA[Customersarecool]]></category>
		<category><![CDATA[deckchair]]></category>
		<category><![CDATA[desire]]></category>
		<category><![CDATA[desires]]></category>
		<category><![CDATA[double challenge]]></category>
		<category><![CDATA[excellence]]></category>
		<category><![CDATA[excitement]]></category>
		<category><![CDATA[internet]]></category>
		<category><![CDATA[middle class]]></category>
		<category><![CDATA[relevance]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=20</guid>
		<description><![CDATA[This is exactly what CRM is all about. Getting your customer so satisfied that when it comes to your products and services, it’s like living on the beach.

So there you have it, the double challenge.

You need to find your customer very, very cool to be able to understand what makes him tick; what he desires.

You need to then ensure that you satisfy this desire with such excellence that he becomes that cool customer on the beach.

In the end, if you don’t find your customer cool, he most likely never will be.
]]></description>
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