Posts Tagged ‘ customer opinion ’

Organisations in Cyberspace: Permission Asset CRM considerations

One of the changes that Cyberspace has brought about is building a permission asset for your organisation. It's the basic principle of asking for permission to approach your customer regarding future commercial opportunities. We have all seen it before: "May we please contact you regarding the following in future:". And then follows list with topics such as customer feedback, new product evaluations, Christmas cards, updates regarding your offering, newsletters, blogs and such. In my opinion, there is intentional permission and circumstantial permission. This article is about how deal with this important distinction[ READ MORE ]

Do you know who your REAL customer is?

Do you know who your customer is? In commerce today, there's a lot of lip-service to CRM, Customer Relationship Management. Millions of Euros, Dollars, Pounds and Yens are spent every year on SAP CRM, Oracle Siebel CRM, SaaS CRM, SalesForce CRM, Microsoft Dynamics CRM and a lot of other related CRM software architectures. Either the money is well spent and the projects deliver enhanced customer value or they don't, or somewhere in between. For those that don't deliver the desired enhanced customer value - as is the case in some 50% of them in my experience - usually there is an enormous lack of customer focus. How can that be? Lack of customer focus in a CRM project? How can we miss the 'C' in CRM that blatantly? We do[ 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 ]

Social Networks are ‘organising the world’s people’. Start Nudging your Network Niches.

Slowly but surely social media sites are indeed organising the world’s people. They are creating cyberspace groups or tribes or stakeholder maps of like-minded people. Just to name a few, LinkedIn, MySpace,Yahoo and Twitter are no longer just networks of connected friends. They are becoming influential overlays of groups of people who can approach the web together. Through instant [ READ MORE ]

Self-service or ‘Shelf-service’? Get it right first time.

Self-service is one of the major areas where organisations are going to score major CRM points if they get it right. If they don't, they can do more damage than they could ever imagine. Get it right, first time as it is incredibly powerful in creating a personal customer experience and will shape customer opinion for a long time to come[ READ MORE ]

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