- J-P De Clerck
In 2018, Salesforce presented its CDP (customer data platform), Customer 360. At the occasion of Dreamforce 2019, the CRM company launched Customer 360 Truth,…
In 2018, Salesforce presented its CDP (customer data platform), Customer 360. At the occasion of Dreamforce 2019, the CRM company launched Customer 360 Truth,…
Is there a difference between customer-centricity and customer focus? Yes, there is. But then again, is there really? It depends as always. To discover…
The customer life cyle and models to calculate the customer lifetime value (CLV). The customer life cycle comes from the practice of CRM where…
Gianfranco Cuzziol’s fascination is the cross-channel journey of today’s consumer. He works with clients to help them leverage the points of impact along that…
Every day we create 2.5 quintillion bytes of data. That’s a lot! To put this number and how it has evolved into perspective, just…
A degree in Astrophysics wouldn’t normally lead one to a career in digital marketing, but that unlikely path is the one which Gianfranco Cuzziol…
As you probably know, word of mouth is still primarily an offline matter. People mainly talk to each other about products, companies and experiences…
The link between CRM and digital interactions, touchpoints and campaigns, has never been clearer before than today. A customer-centric business has to interact with…
MyCustomer.com, a really good website on customer service, CRM and CEM, once asked Seth Godin if “CRM is dead.” I think CRM is more…
Social CRM is a term that is often misused, certainly in a product and solution context. It’s also frequently narrowed down to specific customer-oriented…
Recently, I had the pleasure to talk with marketing executives at some financial institutions and retail banks in mainland Europe. You might not immediately…
Customer-centric thinking and working is the main driver in all marketing changes, we are going through, including social media marketing, email marketing, etc. Customer-centricity…
