Customer World Blog

James Cherkoff had written a post a couple of months back:

"... as people increasingly lead their lives online, we have information about what is actually happening in a complex world.  So, for example, instead of mocking-up profiles of typical customers to help guide strategy - we can let ...

Charles Green has  a brilliant post on this topic( thro' Tom Hines of Monitor Group):

"My question to you, Charlie, is simple, but something that I've been struggling with for some time now. If every CEO or other senior leader (or at least the great majority) seems to agree that success in ...

Lou Carbone, founder and chief experience officer of Experience Engineering, a Minneapolis-based consulting firm  writes & explains about this concept:

" I say experience engineering, not customer engineering, is focus on how to turn the customer experience into value,” he says. “Wheth...

Following-up on my last post on loyalty, Michael Schrage  directed me to his article in financial times and it has some very interesting points. Take a look:

Consumers are neither sheep nor fools. They can sense when companies are consistently more loyal to investors, employees and regulators th...

Paul Greenberg gives us an excellent overview what's in store for CRM in the future:

http://static.slideshare.net/swf/ssplayer2.swf?doc=crm-state-of-the-market-2008-beyond-1213217988913940-9

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Ron Shevlin makes an interesting point on this topic. He writes:

...in my inbox, comes an article from a company called Vox that poses the question “Is customer loyalty a thing of the past?”and claims that “old business tactics don’t work on today’s savvy customers.” The article goes on to say: Today...

Here's an interesting perspective on relationship visualization by threeminds.

The key point that's being made is that now-a-days data, files, transactions, access and usage by customers is a lot more real time.  How can one get to know the behaviour and relationships between various dimensions...

There's an interesting report by Experian on how organizations are ignoring basis steps in taking care of their data. The report entitled, ‘Contact Data: Neglected asset seeks responsible owner’, surveyed 2,078 organisations worldwide, and revealed that the overall approach to data quality and integ...

Here's an interesting presentation by Jamet on using marketing data for decision management. Take a look:

http://static.slideshare.net/swf/ssplayer2.swf?doc=data-to-decision-transforming-marketing-data-to-enable-decision-management-29165

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Marty  Mosely, in her expert opinion in Peppers & Rogers  writes about the importance of organizing customer information.

Master Data Management (MDM) software or systems enable organizations to strategically leverage and share those critical data assets. Deployed properly, MDM can prov...