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CRM/CEM ARTICLES
Are We Smoking Too Much Social Media?
Social media has its times and places. We rely on it ourselves as a marketing tool. But in their enthusiasm for grasping onto something “fun,” lots of folks have taken to neglecting underlying business issues of far more importance (believe it or not) than social media. Take a look at what social media is supplanting.
Redesigning Work for Tough Times (CRM can play a critical role)
Strange as it sounds, the majority of companies don’t approach office process (also called “human process”) with anything resembling the attention and rigor they devote to ferreting out every last nickel of process waste in manufacturing. Consequently, as staff reductions become necessary, customer-affecting office staff will become a prime target.
The Time for Customer Alignment is Here: Is your Company Ready?
Even well-intentioned companies are stumbling along the road to customer-alignment. The principal reason is that most companies view customer-alignment as an attitude – when the reality is that it’s more about infrastructure than “being nice.” With insights provided by HYM’s Customer-Centricity Assessment, this article will encourage you take an objective view of how far you’ve progressed along the customer alignment spectrum, or whether you’re regressing – and encourage you to act.
It Takes a Leap of Faith (to become customer-centric)
Few companies can “prove” statistically that becoming customer-centric will produce “X” returns. But guided by strong management intuition, smart companies are taking the leap nonetheless. Best Buy provides a very credible case for “going with the gut” (as its vanquishing of Circuit City bears out).
Forget About Lead Cost... Please!
Is calculating ROI from sales lead generating programs a lost art? Or was it never found? Take your pick, but too many companies continue to measure “ether,” and things don’t seem to be getting much better. There are a number of reasons why business falls down in dealing with this key metric, including lack of a good computational model. This article shares HYM’s model, and feel free to use it.
Just One Touch Over the Line
Many companies believing they’re customer-centric are contact happy instead, and they’re bugging the daylights out of customers. Understanding “how much communication is enough” makes the difference between successful relationship-building and scaring customers away.
Burn Your Contact Center Budget
Companies don’t determine appropriate contact center budgets, customers do. Putting customer service on a fixed budget regardless of what’s happening with customers is outright dangerous–and costly. If you don’t like how much your spending, you need to address the reasons customers are calling.
Also, please download any or all of these articles:
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