Browsing All Posts filed under »Strategy«

Customer Service in 2012 and Beyond Technology..

December 9, 2011

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Managers in Customer Services don't need more or new technology, but what is it they do need (to do)? Here's my take for 2012 and beyond!

Sorry, Marketing’s 4P framework is not dead..

November 6, 2011

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Why Do B-Schools Still Teach The Famed 4P's Of Marketing, When Three Are Dead? Here's my perspective on the relevance of the 4 P's.

And the All Time Winner is…

July 8, 2011

0

We’ve already past the first 6 months of this year. A good time to take a look at what you have been reading around here. I’ve put together two lists: one Top 5 of all time best viewed posts and one Top 5 of the best viewed posts over the first six months of this… [Read more…]

Because it is time you take Customer Service seriously..

February 7, 2011

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To date, the best proxy for good and effective Customer Services (operations), has been set by Bill Price, with his book "The Best Service is no Service". I believe we need a more fundamental change though, in our perspective to finally start having a real and sustainable impact on business results, not just sitting on the cost-side of the equation. I would like to explain so by elaborating on the "Five perspectives on Customer Services" we need today...

Putting Your Customer at Center? Constrain Yourself, or..

December 20, 2010

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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...

5 Notions To Embrace In Your 2011 Marketing Strategy

October 1, 2010

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2011 Is lurking around the corner. Time to reflect on how well you did (or are expected to do) in 2010 and prepare your strategies for next years. If you are in marketing and/or Customer Relationship Management you will probably be looking at how to balance multi-channel (or cross channel) approaches in combination with the rise of online social networks and new technologies to seek new (Customer) relationships and mine both data and Customer feedback. You may even be thinking about how to design Customer experiences that drive word-of-mouth through these social networks. Whilst all of these approaches may make sense I like to share with you some of my thoughts on the above and provide you with 5 notions I believe you should embrace in your 2011 Marketing Strategy to start driving for real change and get ahead of the ball-game.

Counting down…

December 31, 2009

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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…]

Service Logic and the implications for a new Social Customer Relationships Marketing Logic

November 25, 2009

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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…]

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Wim Rampen

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