Continuously improving the customer experience and customer engagement This is the second post in my mini series about continuously improving the customer experience and customer engagement in the triangle of Customer Experience Management (CEX), Customer Engagement Management (CEM), and Custo...Blog by Thomas Wieberneit
Customer Experience, Customer Engagement and CRM - Think Big, Act Small
01.15.16 5:34 PM - Comment(s)
Continuously improving the customer experience and customer engagement This is the second post in my mini series about continuously improving the customer experience and customer engagement in the triangle of Customer Experience Management (CEX), Customer Engagement Management (CEM), and Custo...CxM AND PoS - A Tale of two Cities
10.17.15 7:35 PM - Comment(s)
CxM and PoS, these are two protagonists of an ever continuing story. It comes in many different flavours but it essentially is about change vs. stability. On one hand we have the PoS, the contender, a long time best hated friend of the retailer, an infrastructure that they cannot do without. They ca...
CRM Evolution - Some not so random Thoughts
08.21.15 10:07 PM - Comment(s)
CRM Evolution 2015 was a very vibrant conference with lots of discussion that included a number of high profile industry influencers. For me as a first time attendee it was amazing how approachable many of these people are. But then this might come with the territory.
To understand these takeaways it...
Top 5 Tips for Retailers to connect with Customers
03.03.14 3:41 PM - Comment(s)
Customer Loyalty A few days ago I was asked for my top 5 tips for retailers on how to connect with their customers, limited to 100 words. For a topic that one could write a novel on … Well, here is my answer: - Help customers solving their problem. This distingui...CRM is dead! Yeah, right - and Earth is a disc
12.02.13 3:21 PM - Comment(s)
A few days ago I came across a blog entry by @MikeBoysen titled Customers Don”t Want Relationships…PERIOD! A really intriguing title and read – perhaps written to stir up a discussion. Works for me, as it stirs me up from of my absence from this blog of mine… Mike, after this very strong claim the s...