Putting the Relationship back in Customer Relationship Management

I always like Sameer Patel’s posts. I do not always agree. As in this case. The 90’s will not come back. Customers manage their relations, often regarding their contacts with their service providers as mere encounters. And yes, service (even professional services to a certain extent) has become a commodity for your customer. Photocredit: http://ilikebike.tumblr.com Related articles CRM Daily | Nimble Offers Social Relationship Manager for Teams (serve4impact.com) Importance of Customer Relationship Management (CRM) (bellwort.wordpress.com) New Research on Why CRM Fails…Also Lessons for Marketing Automation (mktg2bizexecs.wordpress.com) Bertrand Duperrin: Social Collaboration? (sfh.naasat.in) The Relationship Between the Brand and the Customer (customerthink.com) Introduction … Continue reading Putting the Relationship back in Customer Relationship Management

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Recommended: Health Plans Deliver Poor Customer Experience

Recommended: #CRM #C Health Plans Deliver Poor Customer Experience http://ow.ly/1cs74w Photocredit:  therubbishbin, Related articles Customer Experience just got a whole lot better (thunderheadinnovate.wordpress.com) CRM Meets BPM To Deliver Better Customer Experiences (customerthink.com) Thinking strategically about customer experience: the 5 components of customer value (thecustomerblog.co.uk) Customers are Everywhere – CRM Paradigm (customerthink.com) Continue reading Recommended: Health Plans Deliver Poor Customer Experience

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Recommended: Social CRM, A Simple Example in Dynamics CRM by Richard Knudson @ CustomerThink

Image by Susan NYC via Flickr Found at Social CRM: A Simple Example in Dynamics CRM | CustomerThink. In another article — Social CRM: An Introduction — I talked about what we mean by social CRM and tried to come up with a workable definition. If you’re coming at this from a CRM-centric mindset (which I am), a good way to think of social CRM is that it considers information in the various social media as meta-data about your customers and potential customers. In Dynamics CRM terms, this very quickly leads to concrete thinking as follows: Leads = “potential customers” Accounts and Contacts … Continue reading Recommended: Social CRM, A Simple Example in Dynamics CRM by Richard Knudson @ CustomerThink

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