Wim Rampen's Blog
SCRM
Building Customer Communities For All The Wrong Reasons
In his latest HBR post Bill Lee claims “building Customer communities is the key to creating value”. I think he’s claiming that for all the wrong reasons and with all the wrong arguments. And that makes a difference. Continue reading
5 Things You Need To Know About (Social) CRM (Definitions)
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
Observations why Social CRM isn’t….
Social CRM is not dead, to the contrary. It just isn’t growing up fast enough to really have a business impact. In this post I present 6 observations as to why.. Continue reading
And the All Time Winner is…
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 … Continue reading
Destroying Customer Value
This is a story about how Telfort, a Dutch mobile network provider destroys four types of Customer value, with one stroke.. Continue reading
Service Design meets (Social) CRM
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
