I first came across Lean thinking in CRM when I met with the COO of a large Dutch financial services company. At first I was sceptical, I had previously only associated Lean with Japanese automotive companies; particularly Toyota where the concept was created. But lights began to go on in my head when the COO [...]
Results of CMO Club Weekly Poll published on BW blog made some interesting reading. Question that was asked was “Which of your groups is best equipped to help you with your social media efforts today?” 114 CMOs responded: 65.6% In House 15.6% Interactive Agency 9.4% PR Firm 9.4% Social Media Agency 0% Creative/Ad Agency Why majority [...]
For the few years that social media has been on the radar of marketers and agencies most social ‘thought-leadership’ has been of the “if you don’t get it you’re roadkill”, “we’re too cool for school” variety. In far too many cases being a leader in social is determined not by how strategic your thinking but [...]
See the original post here. What’s your Twitter strategy? What’s your Facebook strategy? As many organizations plan their 2010 service efforts, they’re wondering about how—or whether—to factor social networking sites into their service efforts. And yet, I’m struck by how many currently have poor customer service strategies or outdated online self-service capabilities. Instead of chasing [...]
Like a pendulum, your customers alternate their focus — based on the state of the economy — between growth (in good times) or efficiency (during difficult times). And that effects who you have to influence. Photograph by Sylvar. When the economy gets challenging, organizations centralize. It’s the classic business pendulum, swinging between growth and [...]
Diabetes is an epidemic in India and China. In 2006 and 2007 I was in discussion with Johnson and Johnson’s CRM strategists for their medical devices for diabetes patients in these countries, each with over 1 billion people, of whom an estimated 10-15% would suffer from diabetes – a number that is larger than the [...]