A couple of times a year I guest-lecture for several Masters in Marketing/Customer Management programs in The Netherlands. Almost every time students approach me with a question regarding their master-thesis or other assignment. The most frequently asked question is to help them with the problem definition of their paper that addresses the issue of drafting/implementing/selling internally […]
Read more "I Need a Problem to Solve With My Omni-Channel Customer Experience Strategy"
Big Data holds a big promise. For companies and for Customers. Only If we choose so though. If not, Customers will refuse to be the product and the return of trust will too remain a promise.
Read more "Big Data, Trust and ‘You as The Product’"
Today I would like to get back to the omni/multi/cross-channel theme in Customer Experience Management, for I’m seeing some hard to get rid of “myths” that I feel need to be “busted”..
Read more "Are You Riding The Customer Experience Hobby Horse Into Wasteland?"
I believe one can be extremely Customer centric without having a Customer Relationship Management or (Branded) Customer Experience strategy.. You can read why and how in this post.
Read more "You Don’t Need a CEM/CRM Strategy To Be Customer Centric"
Chris Bucholtz released his annual overview of Top 20 CRM blogs. Last year he put me on spot number 12 and this year on number 10. I’m proud to be on the list with 19 other bloggers worth your time. Check them out here.
Read more "Top 20 CRM Blogs of 2012 on CRM Outsiders"
Many say we don’t need more definitions of Social CRM. I don’t agree! Please take into consideration my “5 things you need to know about (Social) CRM (definitions)” why.
Read more "5 Things You Need To Know About (Social) CRM (Definitions)"
This is part 2 in a short series on Service Design. I would recommend reading part 1 before reading this. Recap: What is Service? As I tried to explain a couple of days ago, I think Service Design is about designing for Service, not serviceS. Where I defined Services as: Service is the personal sum […]
Read more "Service Design meets (Social) CRM"