CRM strategy
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CRM strategy
CRM vanuit een business optiek
Curated by Ruud Verduin
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CRM and Customer Experience - What's the Diff? - Business 2 Community

CRM and Customer Experience - What's the Diff? - Business 2 Community | CRM strategy | Scoop.it
Business 2 Community
CRM and Customer Experience - What's the Diff?
Business 2 Community
Wikipedia defines customer relationship management (CRM) as a model for managing a company's interactions with current and future customers.
Ruud Verduin's insight:

Beschrijft CRM als 'vanuit de organisatie' en CE als 'vanuit de klant'. Droevig.

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Filosoferen over klantgerichtheid : Why Your Organisation Is Not Customer-centric even if It Is

Filosoferen over klantgerichtheid : Why Your Organisation Is Not Customer-centric even if It Is | CRM strategy | Scoop.it
This is a long post and a philosophic one so you might be better off doing something else unless you have an avid interest in customer-centricity and...
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6 Tips to Fire Up Your CRM for Email Marketing with a B2B Contact Database - Business 2 Community

6 Tips to Fire Up Your CRM for Email Marketing with a B2B Contact Database - Business 2 Community | CRM strategy | Scoop.it
Business 2 Community6 Tips to Fire Up Your CRM for Email Marketing with a B2B Contact DatabaseBusiness 2 CommunityA good CRM platform is more than just a piece of the marketing automation puzzle.
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Lost Customer Research: 5 Business Benefits

Lost Customer Research: 5 Business Benefits | CRM strategy | Scoop.it

Lost Customer Research: 5 Business Benefits Last week, I wrote a blog post on five facts your company should consider when determining whether or not a lost customer research...

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Creating customer value with new technologies

Creating customer value with new technologies | CRM strategy | Scoop.it
What are the possibilities of item-level RFID and NFC technologies in apparel retail from the customer value creation point of view? And how do apparel companies see various opportunities of the technologies?
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The Favourable Effects Of Customer Relationship Management Software | Small Business Advice

A single case of bad service are capable of doing considerable damage to a company's reputation so it ought to be the goal of all businesses to keep their customers happy.
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Establishing Successful Customer Relationships Through Effective ...

Successful CRM practices is not about statistics, data warehousing or loyalty programs, rather it is about competing in the relationship dimension-not as an alternative to having a competitive product or reasonable price-but acting as a differentiator in terms of ‘feelings for the customer’,

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The future of customer-centric business in The Netherlands -- Klantgericht ... - Customer Think (blog)

The future of customer-centric business in The Netherlands -- Klantgericht ... - Customer Think (blog) | CRM strategy | Scoop.it
The future of customer-centric business in The Netherlands -- Klantgericht ...Customer Think (blog)It's sad that "CRM" didn't become accepted to mean customer-centric business, but it's still an important foundation.
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Transforming into a Social CRM Enterprise - Destination CRM

Transforming into a Social CRM Enterprise - Destination CRM | CRM strategy | Scoop.it

Being successful at social media often requires organizational change management. Here are some tips to follow.

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Traditional CRM vs social CRM (Infographic) - Econsultancy (blog)

Traditional CRM vs social CRM (Infographic) - Econsultancy (blog) | CRM strategy | Scoop.it

De verschillen tussen CRM en Social CRM in een infographic. Niet echt schokkend en er valt veel op af te dingen, maar soms is een eenvoudige weergave wel eens handig...

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A Story of JetBlue’s Customer Experience Strategy | Digital Spark Marketing

A Story of JetBlue’s Customer Experience Strategy | Digital Spark Marketing | CRM strategy | Scoop.it

JetBlue’s Customer Experience Strategy - http://t.co/m68VgZhj #crm #engagement

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Why Relationships Matter and ROI Doesn’t

Why Relationships Matter and ROI Doesn’t | CRM strategy | Scoop.it

"Inspirerende post over hoe je met weinig extra inspanning je klanten gelukkig kunt maken"

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26 Tips for Adding Customer Service to Your Social Media Strategy

26 Tips for Adding Customer Service to Your Social Media Strategy | CRM strategy | Scoop.it

Do you need a plan to add customer service to your social strategies? In this post,the importance of developing an integrated social media and customer relationship management program for your company is discussed in 26 (A-Z) items.

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81% would pay more in order to receive high quality customer service - The Drum

81% would pay more in order to receive high quality customer service - The Drum | CRM strategy | Scoop.it
The Drum81% would pay more in order to receive high quality customer serviceThe DrumCustomer experience is a key driver for revenue growth in Europe, research from Oracle has found, with 81 per cent saying that they would be willing to pay more in...
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Lucilla Di Iorio's curator insight, May 20, 2014 1:18 PM

What happens to the business if customer experience becomes an incremental part of a product's value?

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Customer Experience Should Be Part of Your Business

Customer Experience Should Be Part of Your Business | CRM strategy | Scoop.it
Customer Experience Should Be Part of Your Businessblogs.hbr.org (blog)What's the best way to optimize your customer experience? Why not fix it where it happens? Improve the experience on your website.
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@HugoASaenz's curator insight, June 5, 2013 10:26 AM

Sin duda, la experiencia del cliente debe hacer parte fundamental de la planeación de los procesos de negocio, el #Clienting ayuda a que el #CEM funcione de manera rentable. http://www.inter-consultant.com

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Fast Company: A 5 Step Plan To Data-Driven Customer Engagement « Bryan Pearson | Author of The Loyalty Leap: Turning Customer Information Into Customer Intimacy | Customer Loyalty Shares

Fast Company: A 5 Step Plan To Data-Driven Customer Engagement « Bryan Pearson | Author of The Loyalty Leap: Turning Customer Information Into Customer Intimacy | Customer Loyalty Shares | CRM strategy | Scoop.it
In his new book The Loyalty Leap, LoyaltyOne President Bryan Pearson draws on more than 20 years of first-hand experience in building emotional loyalty in an information age, with insightful stories from the trenches of the data-gathering and...
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Trends in CRM, Customer Experience Management and Social CRM

Trends in CRM, Customer Experience Management and Social CRM, by Jean-Michel Franco (Slideshare) http://t.co/oAG93vsp...)...

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How digital consumer empowerment changed the way we buy - ZDNet

How digital consumer empowerment changed the way we buy - ZDNet | CRM strategy | Scoop.it
ZDNetHow digital consumer empowerment changed the way we buyZDNetFrom demographics to product purchase patterns and trends in consumer behaviour, big data can be used to analyse the vast amounts of information now available through digital networks.
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What the heck is Customer Experience Management! A value-based approach

What the heck is Customer Experience Management! A value-based approach | CRM strategy | Scoop.it

A high level of confusion surrounds the term ‘Customer Experience Management; but what does it mean ?

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Organizational Culture and Employee Behaviors | Joaquin Roca

Organizational Culture and Employee Behaviors | Joaquin Roca | CRM strategy | Scoop.it
If customer focus is supposed to be a defining characteristic of your culture, make it hard for employees to avoid customer contact. In a small company you might rotate the responsibility of responding to customer inquiries ...
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Remarkable Customer Experience, Pike Place Fish Market Style

Remarkable Customer Experience, Pike Place Fish Market Style | CRM strategy | Scoop.it
Pike Place Fish Market delivers a remarkable customer experience. World class means fun, focus, humility, teamwork and a desire to delight people.
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10 Ways to Get the Most out of Mobile CRM - Enterprise Apps Today

10 Ways to Get the Most out of Mobile CRM - Enterprise Apps Today | CRM strategy | Scoop.it
10 Ways to Get the Most out of Mobile CRMEnterprise Apps TodayHowever all too often businesses have a CRM strategy, [but] they may or may not have a mobile strategy,” said Darren McGrath, global product marketing manager, Mobile Application...
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Social CRM Defined

Social CRM Defined | CRM strategy | Scoop.it

Social CRM defined. An article on the Peppers&Rogers site. Registration needed to read the whole article.

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Top 10 reasons to have a social media strategy

Top 10 reasons to have a social media strategy | CRM strategy | Scoop.it

Social media starts with your customer, or worst case your fans and brand advocates (who are usually happy customers, right?). And, social media marketing requires a strategy, a plan, focus, direction. This article is just about that.

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Is Kindness a Strategy?

Is Kindness a Strategy? | CRM strategy | Scoop.it

Is Kindness a Strategy? A great story about how an employee of American Airlines resolved a problem where the customer was at fault.

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