Category Archives: CustomerThink

On Gartner’s CRM Handbook

Just found the new Gartner CRM Handbook on CustomerThink, sponsored by Salesforce.com and providing information on the keys to On Demand / CRM success. The document seems to be a bit of a celebrations of the fact that SFDC has … Continue reading

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On the advent of the chief customer officer

After the rise (and subsequent decline) of the CMO, a new CXO type role seems to be emerging. As companies devote more attention to Customer Experience Management, some companies are moving to appoint a Chief Customer Officer, or Chief Customer … Continue reading

Posted in CRM 2.0, Customer Experience Management, CustomerThink, Service Effectiveness | Leave a comment

On marketing and the social customer

Just read this interesting article, by Elana Anderson on CustomerThink, about how marketeers could leverage Web 2.0 and social networks to improve their company’s reputation. I do believe that the tips in this article not only hold true for people … Continue reading

Posted in CRM 2.0, CustomerThink, Marketing, Social Networking | Leave a comment

On justification for CRM investments

I’ve just read through an interesting article by Scott Santucci on CustomerThink. I do not neccessarily agree with his views, but the premise of his post is interesting however. What would you say if your CEO asked you “What did … Continue reading

Posted in CRM, CRM 2.0, CustomerThink, Investment, KPI's, Success, Web | Leave a comment