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. Continue reading
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.
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. Continue reading
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 … Continue reading
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… Continue reading
It’s been hard to oversee or even neglect the Old Spice viral campaign lately. Harish Kotadia states that this is the best Social CRM campaign till date. Prem Kumar, to the opposite, states that Old Spice campaign is a good Social Media campaign, not Social CRM. I agree with Prem Kumar that this is not … Continue reading