Now is the time to take behavioural economics more seriously. Surely the recent financial market collapse is another nail in the coffin of traditional economics, where rational self interest is the primary motivation that is considered. Behavioural economics, the combination of economics, sociology and psychology will prove much more capable of explaining and predicting economic [...]
Entries from November 2008
Behavioural Economics, Customer Experience and Business Performance
November 10th, 2008 · 3 Comments
Tags: behavioural economics · crm · recession
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