CRM best practices
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CRM best practices
Customer Relationship Management best practices
Curated by Ruud Verduin
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Institute of Customer Service - Supermarkets need to re-evaluate their value proposition to re-connect with customers

Institute of Customer Service - Supermarkets need to re-evaluate their value proposition to re-connect with customers | CRM best practices | Scoop.it
The Institute of Customer Service is the professional body for customer service. Our main purpose is to lead customer service performance and professionalism.

Via Simon Raistrick
Ruud Verduin's insight:

Kort artikel dat de uitdaging voor supermarkten om een heldere waardepropositie te kiezen beschrijft. Ga je voor service of voor lage prijzen? Of probeer je allebei te doen en raak je 'stuck in the middle'?!

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Jean-Michel Franco's curator insight, June 22, 2013 10:44 AM

Interesting study: we see more and more industries being pressured by customers the need to re-connect their customers/consumers and drive loyalty. All companies that compete with Amazon are an exemple, and Leisure and hospitability are another one (eg: the recent management shakeout at Accor Hotels)

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Revenue versus marginal profitability: what is the true value of the customer ... - Hospitality Net

Revenue versus marginal profitability: what is the true value of the customer ... - Hospitality Net | CRM best practices | Scoop.it
Revenue versus marginal profitability: what is the true value of the customer ...
Hospitality Net
How much is a customer really willing to pay? What is the true worth of each distribution channel?
Ruud Verduin's insight:

Artikeltje over de complexiteit van het berekenen van de klantwaarde in de hospitality sector.

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Marketers should focus more on unconscious mind, says consultant - The Star Online

Marketers should focus more on unconscious mind, says consultant - The Star Online | CRM best practices | Scoop.it
The Star Online Marketers should focus more on unconscious mind, says consultant The Star Online “But we have to recognise that the process is not about I (the consumer) having this big relationship with a particular brand, but that there's a cue...
Ruud Verduin's insight:

Lang artikel over hoe koopgedrag tot stand komt... it's all in the mind!

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Consumer behaviour: An appetite for new insight | Archive | Marketing Week

Consumer behaviour: An appetite for new insight | Archive | Marketing Week | CRM best practices | Scoop.it
Connected platforms such as smart TV are revolutionising marketing by allowing users’ habits to be monitored. Now chief marketing officers must get to grips with these powerful means of mining behavioural information.
Ruud Verduin's insight:

Hoe je klantgegevens zoals tv-kijkgedrag kunt omzetten in klantinzicht om gericht te adverteren.

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Are we customer driven?

Are we customer driven? | CRM best practices | Scoop.it
Are we customer driven?Bizcommunity.comDevelop the dynamic customer value proposition(s) that clearly describe(s) what kind of experience you want your customers to have. This shouldn't be a long and pompous statement, but something that is real.
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You Are In The Customer Experience Business, whether you like it or not

You Are In The Customer Experience Business, whether you like it or not | CRM best practices | Scoop.it
Customer experience goes to the heart of everything you do: how you conduct your business, how your people behave when they interact with customers and each other, and the value you provide. You literally can’t afford to ignore it, because your customers take it personally each and every time they touch your products, your services, and your support.
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CRM or Customer Experience depends on whether you are disciplined or lazy. | #crm

CRM or Customer Experience depends on whether you are disciplined or lazy. | #crm | CRM best practices | Scoop.it
It is a tough slog to read any of the journals or magazines that deal with customer excellence. We see vendors and pundits casting as atavistic mentions of CRM, that tarnished avatar. The new deity of hype is CUSTOMER EXPERIENCE.
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Using Customer Experience Optimization To Boost Loyalty Programs

Using Customer Experience Optimization To Boost Loyalty Programs | CRM best practices | Scoop.it
Using Customer Experience Optimization To Boost Loyalty ProgramsMediaPost CommunicationsThe online travel industry has changed: travel agencies now provide a one-stop shop for everything from airfare and room and board to transportation and tours,...
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Lucilla Di Iorio's curator insight, June 1, 2013 2:22 PM

Loyalty programs can significantly boost customer retention and long-term brand loyalty.

But, are you using CRM in the best possible way? 

Are current marketing efforts positively impacting revenues?

Are you using CRM data to make the online and offline experience as relevant as possible?

Are you investing time and effort into email marketing without a true segmentation and personalization plan? 

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3 Sales Prospecting Tools You Can't Live Without - Business 2 Community

3 Sales Prospecting Tools You Can't Live Without - Business 2 Community | CRM best practices | Scoop.it
3 Sales Prospecting Tools You Can't Live WithoutBusiness 2 CommunityAside from the obvious benefits of a CRM system, the most important aspect of a CRM system is that your company's business objectives and methodologies are aligned with the tool.
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Analyze Customer Profiles and Behavior for Better Decision Making by David Loshin - BeyeNETWORK

Analyze Customer Profiles and Behavior for Better Decision Making by David Loshin - BeyeNETWORK | CRM best practices | Scoop.it
Analyze Customer Profiles and Behavior for Better Decision Making Analytics David Loshin Business Intelligence (Analyze Customer Profiles and Behavior for Better Decision Making: #BusinessIntelligence #Analytics @davidloshin
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Lucilla Di Iorio's curator insight, February 28, 2013 8:38 PM

"...If the first objective is to understand who the customers are and what they do, the next objective is to apply what you believe about customer archetypes and behaviors to influence changes in relation to customer behavior..."

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When change conditions the wrong behaviours; consider your culture when performing BPM

When change conditions the wrong behaviours; consider your culture when performing BPM | CRM best practices | Scoop.it
When change conditions the wrong behaviours; consider your culture when performing BPM http://t.co/SuCAX1CH CRM...
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Top ten ways to create a good customer experience

Top ten ways to create a good customer experience | CRM best practices | Scoop.it
Do you know why creating a good customer experience for your business is necessary? Because good customer experience creates happy and satisfied customers and happy and satisfied customers are the life blood of your business.
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Aligning the Customer and Employee Value Proposition

Aligning the Customer and Employee Value Proposition | CRM best practices | Scoop.it
Many companies are working hard to create a world-class customer experience and employee experience i.e. ensuring that they offer a compelling, clear value proposition for its customers and employe...

Via Simon Raistrick
Ruud Verduin's insight:

Artikel dat benadrukt hoe belangrijk personeel is voor het creëren van de juiste customer experience.

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Five data mapping strategies that optimize marketing | Loyalty360.org

Five data mapping strategies that optimize marketing | Loyalty360.org | CRM best practices | Scoop.it
Customer segmentation projects command a significant commitment of time and resources to define and refine the ideal buying profile.
Ruud Verduin's insight:

Kort artikeltje maar wel heldere opsomming van het gebruik van data mapping voor marketing.

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Random vs Planned Customer Service Experience - Business 2 Community

Random vs Planned Customer Service Experience - Business 2 Community | CRM best practices | Scoop.it
Business 2 Community
Random vs Planned Customer Service Experience
Business 2 Community
Every customer service experience action should serve a purpose in the overall customer service experience you want to deliver.
Ruud Verduin's insight:

Dit gaat over wat we ook wel de 'branded customer experience' noemen.

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The Top 4 Essentials for Exceptional Customer Experience | NICE Blogs

The Top 4 Essentials for Exceptional Customer Experience | NICE Blogs | CRM best practices | Scoop.it
In a recent blog post we discussed the importance of brands understanding their customers’ individual journeys, and being there for customers during their make-or-break moments in a way that is personal and memorable.
Ruud Verduin's insight:

Wat is er nodig voor een goede klantervaring #crm #klantgericht

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Bastiaan Preseun's curator insight, May 20, 2013 7:49 AM

Artikel over uitzonderlijke klantervaringen en hoe je dit inregelt in je organisatie. Het belang hiervan is aangetoond, maar je zou er geen rendement op moeten verwachten. Anders is het niet meer authentiek.

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Turn best customers into best salespeople - Business Management ...

Turn best customers into best salespeople - Business Management ... | CRM best practices | Scoop.it
What customers can do better. According to Lee, here are six things customers can do better than you: 1. Attract high-value information from other customers. This “inside knowledge” of their peers creates huge value.
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Why Your CRM Integration Consultant Doesn't Know Anything #crm

Why Your CRM Integration Consultant Doesn't Know Anything #crm | CRM best practices | Scoop.it
Why Your CRM Integration Consultant Doesn't Know AnythingCIOWhen it comes to CRM consultants, though, the overwhelming impression is that they know even less about your business. Here's what you can do about it.
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Study Shows Select Banks Made Substantial Increases Developing Advocacy Among Their Retail Customers in 2012

Study Shows Select Banks Made Substantial Increases Developing Advocacy Among Their Retail Customers in 2012 | CRM best practices | Scoop.it

Study Shows Select Banks Made Substantial Increases Developing Advocacy Among Their Retail Customers in 2012

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10 Tips for Customer Experience Innovation | CustomerThink

10 Tips for Customer Experience Innovation | CustomerThink | CRM best practices | Scoop.it

10 Tips for Customer Experience Innovation

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8 Ways to Build Customer Loyalty

8 Ways to Build Customer Loyalty | CRM best practices | Scoop.it
Top salespeople use these simple rules to keep their customers buying from them--even in the face of steep competition.
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Customer Focus

Customer Focus | CRM best practices | Scoop.it

"Customer Focus is at the core of a well managed company. Sadly many companies fail to serve their customers well. To serve customers, a thorough understanding of what problem you solve for customers is needed. The decisions at many companies, unfortunately, are far removed from this understanding.

It is hard to imagine, as you are forced to wind your way through the processes many companies squeeze you through that they have paid any attention to what it is like to be a customer of their processes. When you see companies that have put some effort into customer focus it is startling how refreshing it is (which is a sad statement for how poorly many companies are doing).

If the decision makers in a company are not experiencing the companies products and services as a customer would that is a big weakness. You need to correct that or put a great amount of energy into overcoming that problems.

Another critical area of customer focus is to know how your customers use your products. It isn’t enough to know how you want your products to be used. Or to know the problems you intended people to use your products for. You need to know how people are actually using them. You need to know what they love, what they expect, what they hate, and what they wish for. This knowledge can help offset experiencing the products and services yourselves (in some cases getting that experience can be quite difficult – in which case you need to put extra effort into learning the actual experience of your customers).

You cannot rely on what people tell you in surveys. You need to have a deep understanding of customers use of the products. Innovation springs from this deep understanding and your expertise in the practice of delivering services and building products."


Via Metrinomics
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Keeping Your Customers with Email Marketing | Business 2 ...

Keeping Your Customers with Email Marketing | Business 2 ... | CRM best practices | Scoop.it
In order to keep customers and maximize customer value, you must communicate with them on a consistent basis. Email marketing is one of the best ways to keep your name in front of your customers, prospects and strategic ...
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