Author Archives: woutertrumpie
Increasing vs. embracing complexity
The articles in September’s Harvard Business Review reinforced something that’s been on my mind for quite sometime: we seem to be increasing complexity in today’s enterprise, rather than embrace complexity. How? By making communication between Business and IT more complex … Continue reading
Rule based CRM, an architecture: step 1, Information Domains (1)
In a post from July 2011 I wrote about Rule Based CRM. Seperating your ever changing business rules from your CRM system in a seperate rule engine as a means to create more flexibility and better business owner control over … Continue reading
Re: Gartner: CRM, back to 1999?
CRM: Back to 1999? Added my comment to a post by Scott Nelson, VP of CRM research at Gartner. I do believe that the CRM market is kind of like it was in 1999. After the economic downturn companies have … Continue reading
CRM innovation: Rule Based CRM is the way of the future!
Rules govern our daily operations Rules govern our life, whether it’s your private or professional life. Most things you do are tied to a set of rules and regulations, such as creating a quote for a customer or driving your … Continue reading
On Accenture’s 2010 Global Consumer Survey
A tweet alerted me to Accenture’s 2010 Global Consumer Survey Executive Summary. Well worth a read. An interesting insight into Global Consumer Trends. Some highlights: the number of consumers who switched service providers as a result of poor customer service … Continue reading
On the “added” value of social networking data
About 10 days ago I had an interesting twitter conversation with @wimrampen and @grahamhill about the added value of collecting loads of data about your brand, your target demographic and your customers on social networks, such as twitter, facebook, friendfeed … Continue reading
Linkdump: 2011, Say/Mean Gap and Open Value Networks
Paul Greenberg’s predictions for CRM in 2011 CRM in 2011, what’s up wit’ dat? Part I CRM in 2001, what’s up wit’ dat? Part II Do your customers mean what they say about your brand, or what they want from … Continue reading
On the application of Social CRM (2) – Videos
I used a Dutch based website (Yubby) to collect a number of interesting videos on the concept of Social CRM, the applications that can be used to implement Social CRM and some statements from users of Social CRM applications. Enjoy! … Continue reading
Linkdump – time to put a stake in the ground on social crm
Great post by Paul Greenberg on what Social CRM is. An attempt to move forward from talking about the definition of social CRM to actually using Social CRM to engage customers in conversations. Next step: applying social crm and measuring … Continue reading
