CRM

Bizheroes on customer-centricity
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 why it depends and most of all what matters, along with a more in-depth look at what it means to be customer-centric, join the #bizheroes...
Customer life cycle and CLV
The customer life cyle and models to calculate the customer lifetime value (CLV). The customer life cycle comes from the practice of CRM where it's traditionally used to map the different stages a customer goes through from considering a product, service or solution to the actual buy and, at least...
What is eCRM
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 consumer journey. He’s been described as a “conversation manager”. Gianfranco, who spoke several times at i-SCOOP's Fusion Marketing Experience events about email marketing, eCRM and content...
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 this number know that we have produced more than 90% of all online data that exists in the world today within the past two years....
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 has walked. eCRM specialist Gianfranco is fascinated with the cross-channel journey of the consumer and works with clients to help them leverage points of impact...
As you probably know, word of mouth is still primarily an offline matter. People mainly talk to each other about products, companies and experiences in ‘real-life’ conversations, as I wrote in a post on another blog last year. These last few weeks, I conducted a series of surveys about various...
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 prospects in a multi-channel way with CRM processes as to gain insights, drive new actions and most of all putting the connected customer at the...
Seth Godin
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 alive than ever but is increasingly community-driven, cross-divisional, customer-controlled, integrated, interactive, connected, life cycle-based, value-focused and marketing-oriented. It goes far beyond its traditional scope; it is the...
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 activities such as customer service and even social media monitoring. It seems everyone is offering social CRM solutions these days. However, social CRM is not...
Recently, I had the pleasure to talk with marketing executives at some financial institutions and retail banks in mainland Europe. You might not immediately think “pleasure” when thinking about banks but to me, it really was a pleasure. The reason: during these conversations, I was surprised to see how...
CRM
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 is not some kind of slogan. It's a necessity for businesses and is achieved through direct and indirect processes of listening, understanding, providing relevance and optimizing...
The industry still seems to be getting its knickers in a twist over terminology. 'Social CRM' has seemingly been settled on as the de facto term for the utilisation of social media to interact and engage with consumers for mutual value. But the matter is still far from settled. For...
Forrester’s William Band wrote a post about “The Five Old School Fundamentals For CRM Success”. Old school doesn’t equal ‘bad school’ so let’s take a look at Mr. Band’s five fundamentals. You will discover that they still stand, although maybe the link with today’s digital changes and the integration...
Gartner just published a press release in which it outlines the three steps that lead to a succesful CRM strategy. Ed Thompson, vice president and analyst at the research agency says: "A CRM strategy cannot be developed in isolation. It must be relevant and linked to the overall corporate strategy,...