Tag Archive for: Customer Management Systems

Dr Mark Hollyoake

12 Days of Xmas #5: I created Five Golden Rules for Distribution Management

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The 5th day of Christmas: Five Gold Rules (for Distributor Management) I realised that I was way behind in Distributor Management; I skipped all the maids, hens, lady’s leaping, d… Read more
Peter Lavers

12 Days of Xmas #4: My contact centre manager said to me: We have to simplify our contact channels

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On the 4th day of Christmas my contact centre manager said to me, “We have to simplify our contact channels” Many marketers complain about the unresponsiveness of customers, but… Read more
Peter Lavers

The Golden Threads: Part 12 (of 12): Information & Technology

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This series of blogs explores twelve “golden threads” of critical capability across the CAA® model and considers their application in B2B customer management (CM). All of the th… Read more
Benjamin Tresham

Digital Personalisation – The Revolution is upon us! Integrating online and offline interactions

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In my last article I looked at how you plot the user journey. Recent Gartner research states 80% of CMOs are not ready for the next big step in digital experience management. Digit… Read more
Dr Mark Hollyoake

CRM steps for success – Part 2 of 7

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In my last article I explored some of the drivers and needs for a good CRM implementation and the 6 vital steps needed to implement a successful CRM programme. Today we are going to lo… Read more
Dr Mark Hollyoake

CRM Steps for Success – Plotting the Journey Part 4 of 7

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People remember how they feel, not how well they were processed   Developing a customer-centric organisation is the Holy Grail for most businesses. But the road is too often… Read more
Dr Mark Hollyoake

CRM Steps for Success – What’s in it for me? Part 6 of 7

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Human beings can be altruistic but the primary concern is usually, ‘what’s in it for me?’ That’s why it is important to take time to develop system funct… Read more
Dr Mark Hollyoake

CRM Steps for Success – Making the case for change – Part 3 of 7

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Making a powerful case for change will mean your CRM project will get off the ground, it’s easier said than done and there are many steps to consider. What most of the change manageme… Read more
Dr Mark Hollyoake

CRM Steps for success – Part 1 of 7

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Tweet to @MarkHollyoake // According to a recent survey by IBM Global Services, 85% of companies are not feeling fully successful with CRM. The remedies having the greatest impac… Read more