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.
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”..
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.
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 […]
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.
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 […]