George Julian has written a well researched, accessible and authentic post with a valid question: What is Service Design? I recommend that you read the post and the rich comments. I will not try to come up with a definition of Service Design, but I'd like to share with you my view on the topic, coming from a Service Dominant Logic. Furthermore I will try to explain how I think Social CRM, Social Networking & Value co-creation tie into this.
December 20, 2010
I've read many papers, blogs and articles telling me what being Customer Centric is all about. I agree with most of them when they provide lists of the differences between the product centric and the Customer centric organization. My issue with the many views, explicit or implicit, on Customer Centricity, is that they always seem to tell you what you need to stop and start thinking of or doing, but they hardly discuss or let you know where the boundaries are. Or at least discuss the notion of boundaries and their importance...
December 31, 2009
In the spirit of my personal discoveries on Twitter, I would also like to share with you my top-posts of 2009, by number of reads that is. I say “in the spirit of” not only because Twitter seems to be an important way to distribute the posts, but also because most of the people I… [Read more…]
November 25, 2009
This post is not about introducing new terminology, as its title might suggest. This post is about exploring thoughts and new directions for a marketers approach in an increasingly competitive world. A world in which the Social Customer seems to be calling the shots. A world that is not yet comfortable about sustainable economic recovery… [Read more…]
November 2, 2009
Quite a while ago I was introduced to the theory of Failure Demand. Failure Demand has been defined by System Thinker John Seddon as “demand caused by a failure to do something or do something right for the customer“. It is probably a Customer Services department of a company that can relate to it the… [Read more…]
October 9, 2009
After some posts on Social CRM I feel it is time to write about one of my favorite topics. I wrote about metrics in the Customer world before. Most of them can be considered “rants” against current measurement practice in Call Center / Customer Services today. Desired Outcomes Metrics – A design thinking approach -… [Read more…]
September 14, 2009
It has been a while since Paul Greenberg put the stake in the ground by writing down the definition of Social CRM. For further reading purposes I will repeat it here: SCRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the… [Read more…]
September 9, 2009
A few days ago I was asked on Twitter how I would define Customer Services: in the reactive sense, the pro-active sense, or both? It was immediately followed by a second question: What is the agenda for pro-active Customer Services? My initial response was that it is both (re-active and pro-active), for sure, whilst adding… [Read more…]
Barry Dalton – Customer Service Stories Mike Boysen – Effective CRM Value Creator by Brian Vellmure PGreenblog The Customer Revolution Social CRM – The Conversation Graham Hill on Customer Think Esteban Kolsky’s Blog A. Prem Kumar’s Blog Mitch Lieberman’s Blog Mark Tamis’ Blog Now on Customer Think
January 11, 2011
24