E-Business Library > Lets not confuse Customer Experience with CRM

http://blog.experiencecurve.com [customer experience strategy - by Karl Long] In the end you’ve got to think about real people and how you can build a relationship with them over time, how you can connect with them in the most appropriate ways, and you can help them be more creative and more fulfilled through their association with your company. Believe me, another CRM system is not going to achieve that goal. A little qualitative research about your customers needs, desires and goals, a look at the competitive landscape, and some holistic thinking about your products, services, and every interface that customers have with your company, will give you a great starting off point.

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Some slightly related from Technorati and Google.

http://blog.kemsleydesign.com [Column 2] BPM as part of BAM: Somehow, the concept of performance management as pure business intelligence makes more sense to me than including (rather arbitrarily) some of the technologies that produce the data that feed into the performance management. If BPM is included as one of BAM's technologies, why not databases, or CRM, or any other technology within an enterprise that produces data that may be of interest to management? In fact, if there's a technology within an enterprise that doesn't contribute data to performance management KPIs, why is it there?

Blogs.msdn.com[Blogs.msdn.com] Heather's "Marketing and Finance at Microsoft" Blog :: Last year, my theme was (and still is to a certain extent), about doing the RIGHT work. Often, in the recruiting industry, we confuse activity with strategy (please don't ask me what my blogging strategy is...not one more time...it's not a strategy after all). It's easy to get wrapped up in the hype around the "new thing" (blogging anyone?), without knowing why you are doing it...specifically, what business problem we are trying to solve (got this figured out with the blogging thing though, thanks). The right work is about doing the right thing for the business and for candidates and it involves doing the work the right way (efficiently, cost effectively, involving the right people).

Blogs.msdn.com[Blogs.msdn.com] Heather's "Marketing and Finance at Microsoft" Blog :: Last year, my theme was (and still is to a certain extent), about doing the RIGHT work. Often, in the recruiting industry, we confuse activity with strategy (please don't ask me what my blogging strategy is...not one more time...it's not a strategy after all). It's easy to get wrapped up in the hype around the "new thing" (blogging anyone?), without knowing why you are doing it...specifically, what business problem we are trying to solve (got this figured out with the blogging thing though, thanks). The right work is about doing the right thing for the business and for candidates and it involves doing the work the right way (efficiently, cost effectively, involving the right people).

Blogs.msdn.com[Blogs.msdn.com] Heather's "Marketing and Finance at Microsoft" Blog :: Last year, my theme was (and still is to a certain extent), about doing the RIGHT work. Often, in the recruiting industry, we confuse activity with strategy (please don't ask me what my blogging strategy is...not one more time...it's not a strategy after all). It's easy to get wrapped up in the hype around the "new thing" (blogging anyone?), without knowing why you are doing it...specifically, what business problem we are trying to solve (got this figured out with the blogging thing though, thanks). The right work is about doing the right thing for the business and for candidates and it involves doing the work the right way (efficiently, cost effectively, involving the right people).

Blog.startwithalead.com[Blog.startwithalead.com] B2B Lead Generation Blog: October 2004: Overall, brand awareness (not MPM) remains the number one priority for B2B marketers, but they are unable report or measure how much brand building attributes to sales growth so now they are faced with a conundrum. Since marketers are unable to measure (their top priority) of brand building, they are reporting lead generation statistics instead. I put some metrics below and rated their relevance to others at the executive table.

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