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August 2007 Newsletter |
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eZines: July 2007 > August 2007 > October 2007 Dear Clients Anyone know how to slow the year down? August already! We have been busy this month working on various Customer Experience Management Programmes. We had an article published in IT Brief this month called ‘Has CRM come of age?’ and Reg Price (SRD Group Subject Matter Expert) and Richard Penny of Fuji Xerox New Zealand featured in a NZ Marketing Magazine article called Who Cares - By Ashley Campbell. In both of these articles the Two Birds with One Stone (PDF) strategic context is referred to. So, this month's edition includes:
A note on the articles we publish. We research various sources on a monthly basis to find what we believe are pertinent and interesting articles. We could not publish these without the efforts of other like minded organisations and people around the globe. Thanks to all those who help us in this regard. Be sure to contact us if you would like to know more about focusing on performance improvement in Customer Experience and/or Customer Relationship Management. Kind regards Neil Stewart Managing Director Has CRM come of age? Neil Stewart and Reg Price (SRD Group)Customer relationship management (CRM) is now far more accessible through price reduction and the wide array of vendors. Does this mean that it has come of age? The first test is, how widely is CRM embraced? The likes of Microsoft and Salesforce.com are getting good traction in the small to medium enterprise and business to-business markets, and also in larger enterprises. No longer are the large multinational or national organisations the domain of the “higher tier” CRM systems or vendors like Vantive, Siebel, SAP, StayinFront and others. With web-hosted systems, XML and all the other technologies that are now available, organisations are spoilt for choice. No doubt, good uptake is a sign of a coming of age. Read more... Has CRM Come of Age... (PDF) Improving the customer experience through customer journey mapping - By Eric FratermanIn this modern business world of multiple channels it can be difficult to understand the customer's touch points. Customer journey mapping may be the solution... Today’s customers are becoming more demanding and often drive a hard bargain. They utilise multiple channels and touch points to interact with your organisation during their life cycle (customer journey). If you are serious about differentiating your organisation, you cannot ignore the negative impact that inconsistent and piecemeal customer experiences will have on your business. Read more ... Customer Journey Mapping B2B Retention: the Never Ending Courtship - Gianfranco CuzziolHow many times have we heard versions of this "Now that we’re married you don’t seem to make an effort any more"? Surely we need to keep courting our wives, partners and customers but…? The charm offensive we lay on when we are courting somehow vanishes once the vows and rings have been exchanged and memories of the honeymoon fade into the distance. What rings true in our personal lives seems also to have resonance in the business world whether we are talking consumer or B2B. Read more ... B2B Retention The Last WordEvoke positive emotions By creating an effective customer experience programme, companies can consistently evoke sought-after emotions by anticipating and alleviating customers’ concerns at each stage of the customer journey, thereby driving loyalty and retention. |
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