DCX/CRM: Avoiding Failure (4)
This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and here. Wishful Thinking Leads to...
View ArticleDCX/CRM: Avoiding Failure (2)
In the first part of this series, I pointed out that IT centered programmes that involve the term “transformation” tend to be complex and tend towards failure – failure to deliver the desired outcomes...
View ArticleDCX/CRM: Avoiding Failure (1)
Information technology centered programmes are prone to failure. This particularly true for the large/complex programmes – in the business world these kinds of programmes have the word “transformation”...
View ArticleMeditation on Customer Relationships & Experiences
One might think by now that we would have figured out what makes for great customer relationships & experiences. Ask yourself have we figured this out? Really, lets stop and really sit with this...
View ArticleWant to Make a Success of Your CRM/CX/Digital Initiative? Listen to Montaigne
I’ve read many times that something like 70% of CRM initiatives fail to deliver the goods? What about CX. marketing automation, and digital transformation initiatives? I don’t remember reading any...
View ArticleState of Customer: What I Learned During 2016
Some years I find myself working on matters of strategy. Other years I find myself with ‘dirty hands’ working at the coalface – helping organisations build capabilities, and deal with operational...
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What Is The Single Most Critical Factor in CRM / CX / Digital Success?
Recently I was pitching for new work and the question that keeps coming up came up. This question is alway some form of “What is the single most critical factor in ……..?” Examples include: What is...
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Customer / Leadership: What Is The Access To Cultivating Greatness?
It is the time of the year that many are pushing out their predictions for 2015. I am not in that business: I lack a crystal ball. Further, I say that the future is not already made. The future is...
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Customer Experience: Summing Up 2014
I Find Myself Hurt, In Pain, With Sprained Ankle At Paddington Station In an earlier conversation I shared the following: I arrived at Paddington Station and made my way hurriedly toward the...
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Customer Experience As Idea, Not Methodology Nor Technology
As a thinker, I am struck by how rare original thinking is in the organisational world. As a thinker, I am struck by how little thinking – as in stopping and reflecting on that which is occurring and...
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Invaluable Customer-Centricity Lessons From Tesco
Tesco: The Darling of Customer Marketing Guru’s Issues Its Fifth Profit Warning Tesco continues to struggle. According to this piece from the Guardian newspaper, Tesco has issued its fifth profit...
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What Way Of Being Creates Access To Effectiveness In The Exercise Of Change...
Looking back, I see that I have been involved in drama of organisational change since the days I did corporate recovery work as a part of Price Waterhouse’s Corporate Recovery division. That must have...
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Customer & Leadership: Is There A Formula / Recipe For Success?
I wish to acknowledge members of the ‘methodology police’, whom I met recently, for being the source of this conversation. Please note that for the purposes of this conversation I will use the terms...
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What Does It Take To Shift To A Human-to-Human Way Of Doing Business?
I find myself interested and caring for the human. So the following slogan caught my attention: “There is no more b2b or b2c: It’s human to human”. This got me wondering: What does it take for us to...
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Is The Way We Are Going About Customer Acquisition and Retention Dead Wrong?
In light of the Comcast call that went viral I invite you to listen to these wise words (bolding is my work). There is no question that acquiring and retaining customers is vital to every company, but...
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Can You Improve The Customer Experience Without Spending A Fortune On...
Does Customer Experience require information technology? Allow me to rephrase this question, is it necessary to purchase-configure-operate an arsenal of information technologies to improve the...
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On Culture Change, Leadership and Change Management
CRM, Customer Experience, and Digital Business Require Culture Change What I notice is that in order for an organisation to be effective in the games of CRM (building profitable relationships with...
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Why Have CRM, 1:1 Marketing, and Customer Experience Failed?
I am clear that CRM, 1:1 Marketing and Customer Experience have failed to deliver on the promises made by professors/academics, authors/gurus, consultants and technology vendors. Why? Given the...
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Mazism 1: There Is Always A Price, It Is Always Paid!
The physical world in which we live is unforgiving Which is to say that it works as it works, and pays no heeds to our needs-wants-desires-preferences. If you choose to jump from a tall building...
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Hall Of Shame: Bitdefender
What Does It Take To Be Given A Position In The Hall Of Shame? What does it take to be given a position in my Hall Of Shame? It takes more than averageness, indifference and/or mediocrity. For those...
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