A new vision for CRM

Direct marketing, email newsletters and CRM seem like tactics from a bygone age in today‚Äôs communication world; but within brands and marketing departments the arguments still rage as to whether an organisation needs to build its own customer database and harness its audience, or whether the major online ecosystems of Google, Facebook and Apple now…… Continue reading A new vision for CRM

Learning to love big data

I love data, I get excited by datasets that have hidden meaning, data that is trying to deliver an insight and is just waiting for me to tabulate and cross-match, or plot it on a chart to ask the right question and weed out the insight behind the figures. But I’m a geek, and beyond…… Continue reading Learning to love big data

What the CEO needs to know about CRM

What the CEO needs to know: The change in the communications landscape has made customers more important than prospects In an ever changing communications landscape the role of customer communications or CRM has become more important than ever; the ability for customers to express themselves both positively and negatively now has both reach and impact…… Continue reading What the CEO needs to know about CRM

Is a Facebook page the new blog?

There is a mad rush going on, a rush as marketers are waking up to social media and wondering what to do – for a long time their agencies and consultants have laid out strategic plans to approaching the social web, many of them based on listening and research as a first step, followed by…… Continue reading Is a Facebook page the new blog?

Social CRM is CRM via new channels

There is a new fad coming… the latest and greatest in marketing with new media… it is called Social CRM. I think actually I might have called it direct marketing to digital natives before someone coined the social CRM phrase – but I’ll give them the credit because it does roll off the tongue a…… Continue reading Social CRM is CRM via new channels