Recent Stories

Putting Social Media In Its Place

Putting Social Media In Its Place

The other week I wrote about the critical importance of finding answers to questions you didn’t even know you should have asked. With an ability to combine big data and in-memory computing, accessible through whatever user interface is most...
Pay-it-Forward Trumps ROI Where Social Is Concerned

Pay-it-Forward Trumps ROI Where Social Is Concerned

I’ve begun to wonder whether the question, “What’s the ROI on Social?” is a kind of post-modernist Zen koan. It’s one of those questions that is often asked, yet that has no rational answer. I shared this thought the...
How Social Media Amps Up the Value of a Customer

How Social Media Amps Up the Value of a Customer

The other week my colleague Vinay Iyer posted a blog that looked at how a company might use social media to improve its relationships with their customers. Some companies are already doing this, but it’s also clear that some...
Customer Service: You Can’t Keep Saying “It’s Not Our Fault” Forever.

Customer Service: You Can’t Keep Saying “It’s Not Our Fault” Forever.

The other week I flew from Prague to London. Or, rather, I sat. Mostly I sat. When the four-hour delay due to weather was announced in Prague, a collective groan went up. The fellow next to me sighed and...
How To Fail Your Call Centers

How To Fail Your Call Centers

Last week I had words with an automotive customer service rep named Anne. The “run flat” tires on my car had proven to be a spectacular failure. Instead of enabling Mrs. Leaper to get home safely after a run-of-the-mill...
5 Ways Richard Branson Could Improve Customer Service using CRM

5 Ways Richard Branson Could Improve Customer Service using CRM

I seem to be on a roll.  Earlier this month I wrote about how I thought Branson’s banking endeavors would benefit from a focus on the kind of personalized customer service that he’s brought to Virgin Atlantic. Subsequently, Flavio...
CRM with Attitude (Or, How Richard Branson will Transform the Banking World)

CRM with Attitude (Or, How Richard Branson will Transform the Banking World)

  When and the Virgin Money team joined forces with Wilbur Ross to bail out the UK’s Northern Rock bank, a lot of the pundits took note and started to wonder if Branson might have as disruptive an effect...
How to Suck Up to Billionaires (Part 2)

How to Suck Up to Billionaires (Part 2)

Part one of How to Suck Up to Billionaires discussed the need to know a lot more about your customers than your CRM system might traditionally track and measure — their changing fortunes, for example. If you’re going to...
How to Suck Up to Billionaires (Part 1)

How to Suck Up to Billionaires (Part 1)

Homeowners and real estate agents around the Silicon Valley are all atwitter about the upcoming Facebook IPO. Most of these individuals have no stake in the company (yet); it’s more that they’re eager to help what the Times calls...
5 Stupefying Statements from the CRM Call Center (and what to do about them)

5 Stupefying Statements from the CRM Call Center (and what to do about them)

Having traveled the path with CRM for as long as I have, I am keenly aware of what constitutes both the peaks and the valleys of customer service. CRM has evolved brilliantly, and that has raised the standard for...