Marketers are working in exciting times. Never before have we been able to get so close to our customers and engage with them in such a timely and relevant manner. Harnessed with customer relationship management (CRM), Social Media can deliver financial benefits to companies no matter what sector. The benefits are centred around increasing ‘customer [...]
Entries Tagged as 'city analysts'
Social CRM as a Business Strategy
April 22nd, 2010 · 5 Comments
Tags: brands · city analysts · cost to serve · crm · customer engagement · digital · fmcg · reputation · social CRM · web 2.0
Valuing companies using customer metrics
November 7th, 2008 · 2 Comments
It’s more than just customer numbers, churn rates and satisfaction
Following on from my previous blog about ‘The case for Customer Management has never been stronger’, I’ve been asked to provide details on the comment I made about headline customer metrics being misleading. Here goes: Suppose you were going to invest $100,000 in a company. Would [...]
Tags: Best practices · city analysts · crm · recession · reputation
The case for professional customer management has never been stronger
November 6th, 2008 · 1 Comment
Short-term earnings vs. long term sustainability
CEOs know there is an uncomfortable relationship between the need for short-term returns, to appease the demands of shareholders, and the requirement for long-term investment and sustainability. When we first wrote about this in 2002, we learned from the Enron, Worldcom and Equitable Life scandals that the balance sheet can [...]
Tags: city analysts · crm · recession