Customer experience or service product?
There is a difference between a customer experience and a service product and it is worth noting the distinction. We seem to obsess about the former and almost ignore the latter and that’s too bad...
View ArticleSell specific benefits
I was in a conversation with the CEO of a CRM company the other day discussing the latest moves in the industry over ideas like SaaS, single tenant and multitenant deployments. It has occurred to me...
View ArticleCan Customer Experience Block Progress?
Customer experience reared its head in my life this month. My phone service went out which was not a catastrophe for me because in addition to the landline (which went out) I have a cell and a nifty...
View ArticleCustomer experience as IP
Thanks to all of you who took the time to comment on yesterday’s post. The response was very positive both in emails and in comments. The experience showed me that there are at least two schools of...
View ArticleThe IP your customers can give you
I wasn’t sure what the reaction would be to last week’s column on customer experience. Maybe I hang around with vendors and other analysts too much because customer experience is a hot topic among us...
View ArticleExperience is in the eye of the beholder
Last week in New York, I began some field research in social CRM that will result in a longer paper later this fall. One of the things that interested me was the level of frustration and, well, anger...
View ArticleThe meta customer experience
Last week I looked at an interesting downside of social media. Social media makes it possible for anyone with very little effort to start a blog or social group that thrashes a vendor. Generally...
View ArticleThe Howard Moskowitz Factor
In a Ted Talk from 2004 that I watched a the other day, Malcolm Gladwell spoke about Howard Moskowitz. You might recall the New Yorker writer made a name for himself with the publication of The...
View ArticleCustomer Behavior and CRM Advocate
Gary Lemke over at CRM Advocate does some nice work. Every day he asks a thought provoking question related to CRM and asks readers for their “take” on the issue. Over the years he’s exposed me to a...
View ArticleRe-thinking the Service Paradigm
I have been known to do things for money. I bet you have too, but doesn’t it sound funny to put it that way? I just got off a phone briefing with freshdesk, an Indian company with a subscription...
View ArticleEnd of a Short Road?
I’ve been having so much fun lately that I may have missed something but let me ask, have we already reached the end of the customer experience trend? I think CX still has a lot of life in it but let...
View ArticleLast Look at Oracle OpenWorld 2013
The ghost of Anthony Lye presided over Oracle OpenWorld’s third-day customer experience, or CX, keynote. For CRM and related things, it was the moment I’d been waiting for. Lye is in robust health as...
View ArticleIt’s the CUSTOMER Experience
Bill Clinton won the presidency with the mantra, “It’s the economy, stupid,” and I think CRM could borrow heavily from that pithy bit of logic. When in doubt, if you can check your preconceptions at...
View ArticleTwo Layer CX
Maybe you’ve already considered this but it just popped into my head the other day as I was thinking once again about customer experience or CX as some people shorten it. I have often said that...
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