Customer Centricity

A Step by Step Guide to Successful CRM
Think of the Customer-driven business model as a loyalty machine. Get your business running this way, get your act right, and Customer loyalty is the natural end result.
by John Frazer-Robinson

Avoiding CRM’s Common Pitfalls
Implementing CRM Doesn’t Have to be Painful, Learn from the Experience of Others
by Craig Bailey

Becoming Customer Centric
Increasingly, firms are aspiring to become customer centric. Relatively few have made significant progress; many simply pay lip service to “the slogan.” Are you prepared to “walk the talk?” If so, you will benefit from the following overview of a highly pragmatic approach to embarking on the journey to becoming customer centric.
by Craig Bailey

Buying Trends – the Shift to Hassle-Free
Bottom line – you may have reliable products and licensed service providers, but the question customers really care about now is, “What are you like to do business with?”
by Jeff Mowatt

Customer Dialogue Builds Loyalty & Profit
Customers and potential customers are getting more sophisticated. The very marketing techniques used to separate the customer from their hard earned cash are helping to train both the old and newer generations of customers to be more wary and become smarter.
by Michael Meltzer

Customer Experience and Surviving a Collision with Reality
High standards and great training only matter if you put them to use.
by Brian Canning

Customer Service is Not a Four-Letter Word
What word pops into your mind about a recent customer service experience? Was it good, or was it bad? Customer service in this country seems to be headed in the same direction as the Titanic. Why?
by Gregory Smith

Customer Service: A Missing Skill?
The need to make so many calls in a day leads to an ineffective use of a salespersons time. Yes, they may make a sale but it is vital for salespeople to adapt their methods to focus on long term client relationships.
by Mandy Leonard

Getting Back to Basics
“Ease the pain of CRM implementation” - A phased approach.
by Larry Caretsky

Growing Your Business One Customer at a Time
The People aspect of business is really what it is all about. Rule #1: Think of customers as individuals. Once we think that way, we realize our business is our customer, not our product or services. Putting all the focus on the merchandise in our store, or the services our corporation offers, leaves out the most important component: each individual customer.
by Liz Tahir

How To Provide Great Global Customer Service
Support your customer's success, and you will be building interdependency that can become your gateway to the world.
by Laurel Delaney

How To Set Your "Right" Price
How do you set the right price for your products and services? The "right" price is the price you are happy with and the price which clients are willing to pay. My suggestion is to put your pricing through the "Right Price Test." This test involves asking 2 questions: 1. Are you happy with your price? 2. Are clients willing to pay your price?
by Tessa Stowe

Hurry Up and Wait
Customers know when they are valued. And they know when you have transferred a company expense onto them. It is a message you send in a myriad of ways. What messages are your customers picking up?
by Liz Tahir

In Search of The Common Good - Are You Connected to Your Customer?
Think about your customers. Instead of respecting their space you may be choking them with continuous sales literature to which they do not seem to be listening.
by Sandro Cassar

In Search of The Common Good - Relationships Make Loyal Customers
In search of the common good: Understanding customers' feelings through CRM and building better customer-employee relationships.
by Sandro Cassar

Know Thy Customer
What do you know about your customer? Do you accidentally sell or do you sell on purpose. Does your customer contact you or do you contact your customer proactively? Does your HABIT include knowing your customer, being sensitive to their needs and ever changing demands? Is your product about price or solutions for your customer?
by Joanne Wilson

Making CRM Magical : Using Outcomes
There has been a simple mistake. The simple mistake has been to confuse inputs such as money, time, leadership, commitment, technology and re-engineered processes with outputs such as changes in behaviours, increased customer loyalty, retention, bigger sales pipeline and improved profitability. In this article I will discuss some of the ways these inputs have created the failures we read about and how new ways of attacking the opportunities are creating success
by Michael Meltzer

Next-Generation Customer-Centricity
One of the most popular business concepts today, customer-centricity, has a dirty little secret. It is the concept with one of the loosest definitions out there. Most researchers, and business executives alike, are content with the widespread and broad definition of customer-centricity as the capacity to understand and respond to the customer’s needs.
by Cristian Mitreanu

Permission Marketers: Did We Blow It?
Ten years ago this week, my colleagues and I launched GUTS, which, at least for me, inaugurated a new era online. For the first time, online services (the world wide web didn't exist) could motivate large groups of consumers to behave in a way that benefited both consumers and the service.
by Seth Godin

Profit Power of Customer Intimacy: Deliver Revenue & Earnings Growth
Regardless of industry segment, progressive CEOs and Board of Directors are looking for the “silver bullet” to consistently deliver top-line revenue and earnings growth, as means to increase share price and shareholders’ value.
by Gerard A. Abraham

The CRM Child: Do You Know Where Your CRM Child Is?
Companies adopting a CRM solution have to remember that they are in the process of creating a CRM Child. The whole process is so new and foreign, everyone is losing sleep.
by Joanne Wilson

The Disciplines of CRM
"According to the CRM Market Forecast and Analysis prepared by IDC, the world's leading provider of information technology data and analysis, the total CRM market will reach $12.1 billion by 2004, representing an annual growth rate of 29.9%."
by Anne Stanton & Herb Rubenstein

The Personalized Economy
A quarter-century ago, MIS directors complained of not having a seat at the strategy table. The CIO's role eventually emerged—a technology visionary and bridge to a gleaming future. Has that dream died?
by Shoshana Zuboff

The Ten Commandments of Customer Service
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers.
by David Wee

To Hear the Voice of the Customer, Listen Outside the Box
A Voice of the Customer (VOC) initiative should give voice to things that the firm would not normally hear. It should allow a firm to hear, straight from its customers, insightful things that do not surface through conventional marketing research.
by Jim Barnes

Want Higher Profits? Choose Your Customers Wisely
The economy is growing in fits and starts. What business development strategy is appropriate now? The answer is aim.
by Lynn Daniel

Your Customers Don’t Want So Many Options
If you’re in the business of getting people to buy stuff, you really need to evaluate the number of choices you offer to customers.
by Mark Murphy

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