Customer Circus or Customer Capital

Customer Circus or Customer Capital

When people ask “What business are you in?” I would say I’m in the business of leveraging customer capital. The concept of customer capital includes goodwill and increasingly in these days of social media the ability to communicate widely about...
iPhone meltdown in NZ

iPhone meltdown in NZ

There is a major meltdown of customer service expectations taking place over the way the launch of the new 3G capable iPhones are being mis-managed in New Zealand this week. Go over to iPhone data plan aggregation to read some of the debate (around 50+ comments so far...
Help with selecting software as service

Help with selecting software as service

There is a great deal of hype around software as a service (or SAAS) at present. If you need help with sorting the hype from the useful content and want to know how we might be able to help keep reading. If you have already got it all sussed click here to reward...

Customer Lifetime Thinking Benefits You

There was an extraordinary news item a few months ago in Sydney. An accounting firm there decided to cull some of the less profitable clients and came badly unstuck. When they sent out communications to those ‘unwanted’ clients some of their more valuable...

What to Look for in CRM Strategy

It may sound obvious, but not every CRM project has a plan or strategy in place. Sometimes a business will ask its IT guys to implement a CRM program (they mean an application) when they should really be asking for a CRM programme of work. If you are in the situation...