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Have You Had A Customer Experience Today?
Focused on the Customers' Interactions
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I have been thinking very hard about Customer Experiences since I began to write this article. This morning, I woke up and thought about experiencing my sheets more fully before I got out of bed. Then I tried hard to experience... Full
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Managing the Total Customer Experience
The Time and Space Dimensions of CEM
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What CEM often fails to do is to understand, plan, manage and evaluate the full extent of the customer experience. While it is certainly easier and cheaper to manage only the most obvious and immediate aspects in CEM... Full
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CEO is the New Black?
There is an Intrinsic Duality within CEO
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Back before the dot.bomb and during the heyday of all things "e," I had a lot of fun with those in the business who opined that "CRM is dead, long live eCRM." My point was simple: the channel is not the design point, the CUSTOMER... Full
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Defining CEM
CEM is about Perception, Process and Brand
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Life is about experiences - personal or social, leisure or business. Think about the way you live, love, work and play, from daily routines to critical life-and-death issues; like it or not, you have to walk through them... Full
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Measuring the Impact of the Internet on Customer Relationships
Website Impact on Brand Value
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The Internet has become a vital channel of customer communication. The usefulness and convenience of a company website and the care with which online communication are managed are critical to building a brand and... Full
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Planning to Become Customer-centric
Alignment of Capability Management
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In my experience working with organisations both large and small across the planet, the words: planning and customer-centric seldom appear in the same paragraph, let alone in the same sentence. It's as if being customer-centric is... Full
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One Cup of Coffee, 20 Experiences
Take a Tip from Starbucks
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Until recently, I was not a coffee lover. In that way, I'm not very different from others in mainland China. China has a deep-rooted tea culture, and a few years back, no one would have foreseen a demand for paying $3 to $5... Full
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CRM Is Not CRM in China
Five Challenges for the Industry in 2006 and Beyond
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It is always interesting to compare CRM in Greater China and CRM in the United States. The main differences are the quality of data-or lack thereof; the differences in uniform prosperity; and even the way CRM is viewed... Full
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The Burgeoning China Market Still Doesn't Quite Grasp CRM
What's The Problem?
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CRM is still in its infancy in China, but there are signs that the industry will be awakening soon. China is a burgeoning market, ripe for customer relationship management. It's simply a matter of making enterprise leaders recognize its potential...... Full
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Top 10 Predictions On China CRM In 2003 (5)
A Chinese Perspective
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Many local vendors focus on industry (vertical) solutions, since those industries (e.g. IT Manufacturing, Banking & Finance, Insurance, Services, Pharmaceuticals, Real Estate) are the guys who can afford it and are willing to pay...... Full
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Top 10 Predictions On China CRM In 2003 (4)
A Chinese Perspective
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China has around 200 million mobile phone users, making it no. 1 in the world. It is the same number as the amount of fixed line subscribers now.A mobile phone is much more personal than a computer. Forget the WAP, let's talk...... Full
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Top 10 Predictions On China CRM In 2003 (3)
A Chinese Perspective
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There is much less investment involved for SMEs, in terms of a financial budget, manpower involvement, and implementation time. With the availability of more SME products, like salesforce.com, MyCRM, Saleslogix...... Full
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Measurement Metrics - Successful CRM Implementation
For Best CRM Practice
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This is a very difficult topic. It has always been very controversial to decide the measurement metrics for any CRM implementation. What I am now talking about is not the narrow sense of CRM, i.e. software-oriented, but the...... Full
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Will Onyx Be Successful In The Chinese Market?
An Interview With Onyx CEO Brent Fei
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Onyx officially launched itself into the Chinese market in Sep 2002, mainly via her master distributor North 22, in order to penetrate the market. As history tells us, there have rarely been any successful foreign CRM vendors in...... Full
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The Top 5 Misconceptions About CRM In China
A Chinese Perspective
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As I have always said, it is only a matter of time before ASP becomes "hot" in the Chinese market. The question is: "who will be the first Salesforce.com in China?" CRM does not simply equate to software. CRM is a business strategy ...... Full
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