Blog tagged as Strategy

Love Gears, FreeImages/deafstar A brief while ago I had a talk with Ian Hodge, a very established Australia based consultant. One of the topics we talked about was what customer experience is and how to measure it. This led to following brief conversation on LinkedIn.

Hi Ian, you told me that ...

Back in 2012 thought leader Esteban Kolsky went through the Graphical Representation of the Cloud by Esteban Kolsky efforts of defining a pure, open cloud architecture with its three constituting layers: SaaS, PaaS, and IaaS, and samples of their interactions. A core focus lies on how an open cloud...

Some days ago Bob Thompson interviewed Graham Hill about his take on Social CRM. The interview covered a lot of topics, most notably the future of Social CRM about which Graham has a particular view and led Bob to ask the question whether it is necessary to have a CRM system to have Social CRM. On a...

Inspired by a blog post by Dr. Harish Kotadia I started to rethink about what the real key success factors for a social CRM strategy are. Harish used Walmart as an example, based upon their introduction of the “local” Walmart on Facebook. Walmart, being a retailer with more than 3,500 stores is sure...

I have spent the last week talking about CRM and SCRM to three retail companies. They cover different, although overlapping ranges and are of very different organizational maturity states. They are also on different positions on both, the CRM and SCRM scales. What they have in common are a desire to...