Category: Experience
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Where is the customer in the org?
Attitude, Change, Collaboration, Customer experience, Experience, Mindfullness, Transformation, Trust, ValueRead more: Where is the customer in the org?What would have to change in most, if not all, companies, to make an organisational chart like this one work? If you genuinely wish to embrace a new engagement model…
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Elephants can dance
Attitude, Biz Tech, Change, Collaboration, Digital marketing, Experience, Marketing ROl, Mindfullness, Transformation, Trust, ValueRead more: Elephants can danceAn enormous amount of care A good appetite for risk An enormous amount of money A huge amount of managerial focus This is the formula Australia’s Commonwealth Bank embraced to…
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Become a customer company
Attitude, Biz Tech, Change, Collaboration, CRM integration & utilisation, Customer experience, Digital marketing, Engagement, Experience, Transformation, Trust, ValueRead more: Become a customer companySalesforce.com continues to impressively develop and articulate its vision. The company’s sky high marketing-budget-to-sales-revenue ratio (okay, I am jealous) may irritate investment analysts, but it does pay off in the…
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Integrate, extend and collaborate
Read more: Integrate, extend and collaborateSignificant value is yet to be realized across most CRM deployments, according to Nucleus Research. No surprise in that statement. So, what should we do about this sad state of affairs,…
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Practice customer experience improvement as a business discipline
Read more: Practice customer experience improvement as a business disciplineCustomer experience management must be viewed as a strategic business discipline, on a par with traditional fields such as finance and HR. Forrester Research does a great job of tracking…
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Best Buy’s 2013 Super Bowl TVC: I like it
Read more: Best Buy’s 2013 Super Bowl TVC: I like ithttp://youtu.be/KgmhhVCLgM8
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The sales funnel is no longer, and probably never was, linear
Read more: The sales funnel is no longer, and probably never was, linearI enjoyed presenting at the Funnel event in Sydney on November 19. Organiser Brad Langton and the eConsultancy team assembled a quality B2B agenda, featuring keynotes and four streams of…
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SFDC’s “social productivity” app Do.com
Read more: SFDC’s “social productivity” app Do.comProject and issue management is a vexed issue for most of us in matrix environments. Do.com is one of many solutions in the space. They’re attempting to differentiate with social…
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Point solutions are pointless
Read more: Point solutions are pointlessIf we accept that the customer experience is the decisive differentiator in our commoditized world, then we need to move rapidly to an integrated business technology landscape and away from…
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Radical transparency: open beats closed
Read more: Radical transparency: open beats closedWhat’s your personal communication style? When, what and how do you share? In today’s radically transparent, digitally-enabled world you need to get used to openness. It beats closed. Since the…