CRM works

On the application of Social CRM (2) – Videos

woutertrumpie — Tue, 21 Jul 2009 19:11:35 +0000

I used a Dutch based website (Yubby) to collect a number of interesting videos on the concept of Social CRM, the applications that can be used to implement Social CRM and some statements from users of Social CRM applications. Enjoy! Watch the Social CRM channel on Yubby Posted in CRM 2.0, Enterprise 2.0, Social CRM [...]

Linkdump – time to put a stake in the ground on social crm

woutertrumpie — Tue, 07 Jul 2009 17:52:23 +0000

Great post by Paul Greenberg on what Social CRM is. An attempt to move forward from talking about the definition of social CRM to actually using Social CRM to engage customers in conversations. Next step: applying social crm and measuring social crm success. Posted in CEM, CRM 2.0, Enterprise 2.0, Linkdump, Social CRM, Uncategorized Tagged: CRM, [...]

On the applications of social crm – introduction

woutertrumpie — Thu, 02 Jul 2009 09:18:30 +0000

so what is social crm? Essentially Social CRM is using social media, such as facebook, twitter and wikipedia to start conversations with customers, or join conversations that have been started by your customers. Social CRM has also been called CRM 2.0. CRM 2.0 is defined as: CRM 2.0 is a philosophy & a business strategy, supported [...]

On Rockstars of social crm

woutertrumpie — Fri, 26 Jun 2009 21:46:57 +0000

I attended the Radian6 Rockstars of Social CRM Event in Boston this last wednesday. An interesting panel of Social CRM guys talking about what Social Media can do for your company’s CRM efforts. I shot some video that you can see embedded below. Radian6 also gave a nice demonstration of their Force.COM social CRM technology, used [...]

Linkdump: CRM and the demise of GM

woutertrumpie — Wed, 17 Jun 2009 08:14:34 +0000

Check out this interesting article by Dennis Pombriant on CRM in the automotive industry. GM’s Demise and the Rise of CRM Culture. Posted in CRM, Customer Experience Management, Linkdump, Sales Force Automation Tagged: 2009, automotive, CRM, Linkdump

Customer loyalty: are loyal customers really profitable?

woutertrumpie — Mon, 15 Jun 2009 08:50:27 +0000

I’ve been doing quite a bit of research into customer loyalty and customer loyalty programs for a paper I’ve written for the Executive Master of Information Management Programme I’m attending at TiasNimbas Business School. The literature on loyalty and loyal customers seems to suggest that investing in a loyalty management program does provide a company [...]

CRM in a downturn (2) – a poll on CRM focus

woutertrumpie — Thu, 12 Mar 2009 19:57:31 +0000

The current economic crisis is having a significant effect on investments in enterprise wide CRM process reengineering and implementations of CRM technology. What is your view on where companies are most likely to invest, when it comes to CRM? Posted in CRM, CRM 2.0, Customer Experience Management, Customer Service, Investment, Marketing, Predictions, Survey [...]

CRM in a downturn (1) – links

woutertrumpie — Thu, 12 Mar 2009 19:52:34 +0000

Most of the western world is suffering the economic effects of the credit crunch, which has turned into a full blown recession for most countries in Western Europe and the US. It seems that most CRM efforts are now focussed on customer retention, rather then improving service or acquiring new customers. This post provides links [...]

Linkdump – CRM and the sustainable organisation

woutertrumpie — Sun, 25 Jan 2009 19:47:56 +0000

In december of last year I wrote a post about 2009, the year of sustainability and sustainable CRM. Yesterday I came across this article on MyCustomer.com, with an interesting quote on customer sustainability: What makes a company sustainable? Customer relationships can build an asset to provide a cushion against changes in the market, according to Kirkby – [...]

Doc Searls on VRM. My view on the challenges

woutertrumpie — Sun, 25 Jan 2009 19:40:57 +0000

I came across a nice post by Doc Searls on what he would like when it comes to CRM from the point of view of the customer, or VRM. I wonder how long it will take for the first VRM applications to be released. One of the challenges I personally see with VRM is: who will [...]