Category Archives: Customer Data

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

Posted in CRM 2.0, Customer Data, Enterprise 2.0, Social CRM, Social Networking | Leave a comment

Customer loyalty: are loyal customers really profitable?

I’ve been doing quite a bit of research into customer loyalty and customer loyalty programs for a paper I’ve written for the Executive Master of Information Management Programme I’m attending at TiasNimbas Business School. The literature on loyalty and loyal … Continue reading

Posted in CRM, Customer Data, Customer Experience Management, Linkdump | Tagged , , | Leave a comment

CRM in a downturn (1) – links

Most of the western world is suffering the economic effects of the credit crunch, which has turned into a full blown recession for most countries in Western Europe and the US. It seems that most CRM efforts are now focussed … Continue reading

Posted in CRM, CRM Daily, Customer Data, Customer Experience Management, Customer Service, Linkdump, Paul Greenberg, Predictions, Sales Force Automation, Series | Leave a comment

On Siebel UCM

A couple of weeks a go I held an internal presentation on Oracle’s Siebel Universal Customer Master. I’ve been lucky enough to have been involved in two UCM implementations, for both version 7.5 and 8.0. I thought it wise to … Continue reading

Posted in CDI, CRM 2.0, Customer Data, Fusion, Oracle, Siebel, Technology, UCM | Leave a comment

On customer data integration (4)

This is post 4 of a 4 part series on the concept and application of Customer Data Integration (hereafter referred to as CDI). The first post dealt with the definition of a number of concepts that make up the field … Continue reading

Posted in CDI, CRM, Customer Data, Series, Technology, Value Proposition | 2 Comments

On CRM and User Adoption

Triggered by a post on the usability of enterprise software, I ended up reading an article on CRM and user adoption. CRM spending is on the rise again in the US (us Europeans have been experiencing a CRM “mini” boom … Continue reading

Posted in Call Centres, CRM, CRM 2.0, Customer Data, ITBusinessEdge, Sales Force Automation, Service Effectiveness | 3 Comments

On customer data integration (3)

This is post 3 of a 4 part series on the concept and application of Customer Data Integration (hereafter referred to as CDI). The first post dealt with the definition of a number of concepts that make up the field … Continue reading

Posted in CDI, CRM, Customer Data, Series, Technology, Value Proposition | Leave a comment

On the cost of customer data security

Within the US security breaches for companies are leading to significant costs in order to re-imburse clients for privacy loss, improving security for IT applications and adapting to ever evolving technology developments. Read this article to find out how much … Continue reading

Posted in CDI, CRM, CRM Daily, Customer Data, Technology | Leave a comment

On customer data proliferation and ownership

Who’s data is it anyway? In recent history sales people relied on their own network to close sales and score their bonus. Social networking and google have made it far more easy to find a new contact within a firm … Continue reading

Posted in CDI, CRM, CRM Daily, Customer Data | Leave a comment