Blog by S.Swaminathan

Paul. A. Barsch writes:

Just as amino acids are the building blocks of proteins and proteins are the main building blocks and functional molecules of the cell, so too are the three C's of CRM the building blocks to a successful CRM implementation.

1. CAREFUL -Be careful as to your aim and objective...

Peppers & Rogers wrote:

At the recent Forrester Consumer Forum in New York, three Fortune 500 companies shared their approaches to becoming more customer-centric. All are different, but each has the same goal -- to connect with end-user consumers.

Target's bullseye: differentiation
Instead of comp...

Stuart Lauchlan writes:

A recent release of a study by Datamonitor and Siebel on  CRM at UK banks has no surprises.

• According to the survey, no UK banks show any visibility into previous customer interactions from related communication channels or made any attempt to cross-sell related banking pr...

The big debate in India right now seems to be - Should the government open-up foreign direct investment(FDI) in retail. There are divided opinions on this issue here. Some seem to say the customers will benefit, others say the supply chain will get better in India and a lot of them say the "kir...

I have always had a  good opinion about Maruti Suzuki cars in India and their customer service standards.  They are known for their wide-reach  across India, value-for-money cars & customer service and an impeccable sense  of quality in their service process.  But, the l...

Joe Tripodi, Sr VP and CMO of Allstate Insurance at the ANA conference:

• Working with vendors, not partners
• Getting devoured by the bureaucracy dragon
• Waiting for perfection
• Working on an island
• Getting caught in the headlights
• Chasing the "Holy Grail"
• Believing your own BS

Bob Garfield writes:

If you can keep your eyelids propped open, you’ll have a chance here to consider the implications of TV commercials produced not by agencies, but by ordinary consumers. The stuff is out there already. More significantly, though, you’ll see how many functions of marketing research...

I have been reading Walter Carl's blog on the power of WOM.  Historically, I guess, measurement of WOM has been an issue. I have also been looking at Jonathan Carson's Buzzmetrics blog. 

I for one, personally, am not an advocate of "paid WOM" as I believe it is certainly not sust...

I have been reading Walter Carl's blog on the power of WOM.  Historically, I guess, measurement of WOM has been an issue. I have also been looking at Jonathan Carson's Buzzmetrics blog. 

I for one, personally, am not an advocate of "paid WOM" as I believe it is certainly not sust...

Stuart Elliott writes in NY Times:

THOSE attending the 95th annual conference of the Association of National Advertisers could have been excused for believing that they were taking part in a new reality series called "Extreme Makeover: Madison Avenue Edition."

Speaker after speaker at the me...