Posts Tagged ‘CRM’

Note: Make sure to view this full screen. Social CRM: The New Rules of Relationship Management 

Check out this book: “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World” by Pete Blackshaw It’s an easy-read for anyone who wants a refresher or an overview on customer word of mouth. I’m always

Currently, I’m working with a client on reviewing customer databases, a.k.a. CRM (customer relationship management) systems. Right now, we’re investigating Sugar CRM. They offered me a 30-day trial of the software (a terrific idea to offer potential customers--a trial of your product or service) to poke around and see how this product would fit my client’s needs. Any type

What does that title mean? Customers like to be social? Well, sort of. It also hints at the new universe that business is in--where customers are connected and empowered and interactive. Customers aren’t willing to sit back and “live with” businesses that treat them poorly or even inadequately. Customers are vocal and involved, and you have to respond or lose out. A

This week I went to a top industry conference (my industry - customer relationship management). It was amazing. Top speakers came from around the US and inspired customer-centered practitioners to keep at the charge. My biggest take-away was how important developing trust with customers is. It comes down to this: trust will grow your business, make you money and

Today I got an oil change and found myself noticing how efficient the service was. I looked at the screen where they track customer history and activity and noticed my full history (when I last visited, when I got my air filter changed and the price of it, etc). It was impressive. This kind of database with customer history allows them to

I read an interesting article this week about how many colleges treat their students like products. Students come in "unprocessed," they get processed (educated) and then they leave as a final product. The article went on to explain that this kind of treatment is why many students don't have school loyalty and why they don't contribute financially later on -

When you ask for personal information from customers - they will pause. What is running through their head are questions like: How will my information be used? How will my information be kept safe? Why do I need to provide this much detail? Am I going to be spammed later? This is the reality of living in a world where customer data is

Today I got a call from the bank that holds my business accounts - Citizen's Bank. I signed up for the account earlier this year in the local branch. They certainly made an effort to make me feel comfortable banking with them (even though my personal accounts are with a different bank). They introduced to me to various personnel and said to

Note this important research mentioned in an article by Don Peppers, CRM guru, from a retail customer survey... "According to Retail Demand and Insights from Adjoined Research, which interviewed 60,000 shoppers during the second half of 2005, 68 percent of all shoppers now move interchangeably between physical stores, online stores, and catalogs. Consumers see a retailer as a single, seamless entity -- whether they